ACSI E-Commerce Report 2010

After a slight decline last year, customer satisfaction with the e-commerce sector has begun to rebound, with a year-over-year increase of nearly 2%. This increase brings the aggregate score for the sector to 81.4, nearly matching its 2007 pre-recession high of 81.6.

Highlights of the research, which measures customer satisfaction with e-retail, online travel, and online brokerage, include:

  • The increase in the overall e-commerce sector score is clearly driven by the rebounding online brokerage industry, up 5.4% to 78. E*Trade saw the biggest year-over-year increase.
  • The e-retail industry, always the strongest within the e-commerce sector, gains one point with a score of 82. Netflix slips past Newegg for the top spot.
  • The online travel industry ties its all-time high aggregate score of 77, not seen since 2005. Priceline has the biggest year-over-year increase, but Expedia takes the top spot.

Find out what’s behind the trends in the e-commerce industry. Complete the form below to download the free ACSI E-Commerce Report 2010.

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