Here's a selection of recent customer experience related stats, taken from a range of sources, including Econsultancy's Customer Experience Statistics document, which forms part of the Internet Statistics Compendium, and other reports...

UK customer satisfaction with online retailers (ForeSee)

  • According to the Christmas Customer Satisfaction Index from ForeSee Results, customers are happier with online retailers this year, with the average score up 6.5% to 71.
  • Pureplays Amazon and topped the list with scores of 83 and 79, while Ticketmaster and B&Q were bottom of the class with scores of 65. 15 of the 40 UK etailers registered scores of 69 or lower.

US customer satisfaction with online retailers (ForeSee)

  • US customer satisfaction with e-commerce shopping this holiday season rose by 7% to 79 out of 100, the highest since the survey began in 2001, and higher than their UK counterparts. 

Customer engagement (Econsultancy / cScape Online Customer Engagement Report)

  • The overwhelming majority of client-side respondents say that customer engagement is "important‟ (35%) or "essential‟ (52%) to their organisations.
  • Only 1% of respondents feel that it is not important, reflecting the growing shift towards putting the customer at the heart of business strategy.
  • 84% of agencies feel that customer engagement is essential or important, compared to 82% last year. 

Returns (Snow Valley)

  • A study into the returns processes of 100 online retailers in the UK has found that returning goods bought online is becoming more difficult for customers.
  • 55% of retailers gave no choice about return methods. 5% made it impossible to return items, while a quarter of retailers that insisted on using a courier to pick up the goods charged for collection.

Usability (Webcredible)

  •  News and media company websites are the easiest to use websites, followed by travel sites and utility websites, while local authority and government websites are identified as the most difficult to use, followed by financial services and retail and e-commerce, according to a Webcredible survey.
  • 34% of respondents named government and local authority websites as the hardest to use, thanks to difficulties in finding information. 16% voted for financial websites, and 13% for e-commerce sites.

Accessibility (fhios)

  • A sixth of the population have health conditions, including blindness or visual impairment, colour blindness, hearing impairment, dyslexia or mobility impairment, which make it difficult for them to access and transact on many websites. This equates to almost 8m people, or 17% of adults.
  • Webcredible estimates that the combined spending power of the UK's disabled population is up to £80bn.
Graham Charlton

Published 22 January, 2010 by Graham Charlton

Graham Charlton is the former Editor-in-Chief at Econsultancy. Follow him on Twitter or connect via Linkedin or Google+

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Comments (1)


Elizabeth Sealey - Customer Service Consultant

Interesting stats and it's positive to see some increases in customer satisfaction as retailers (online and offline) realise that they have to battle to keep customers. Elizabeth

over 8 years ago

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