A new report has indicated that consumer satisfaction is increasing in the e-retail sector.
Customer experience analytics firm ForeSee revealed that more online shopping sites than ever before achieved high scores in its Top 100 E-Retail Satisfaction Index this year.
A record 36 of the 100 sites surveyed achieved a score of 80 points or more from a possible 100, compared to 28 in the last two years.
People using Amazon delivery services will be happy to hear that the online retailer continues to lead the way in customer satisfaction, achieving a score of 89 points in the ForeSee ranking, four points ahead of closest rival QVC.com.
Store.Apple.com, Keurig.com and Avon.com completed the top five.
Larry Freed, president and chief executive of ForeSee, said: "We're measuring the biggest players in the game and they just keep getting better and better."
"Amazon continues to set the standard for e-retailers. The truth is that every consumer who has visited Amazon knowingly or unknowingly benchmarks all other experiences against it, and why wouldn't they? They do everything and they do it well," he added.
Mr Freed also noted that customer satisfaction is predictive, so improving performance in this area bodes well for consumers and internet retailers alike.
The index was first published in 2005 and has registered significant improvements by dozens of companies over the past seven years.
ForeSee's report encompasses several retail sectors that now have a large online presence and make widespread use of parcel delivery services, including apparel and accessories; books, music and video; computers and electronics; and home improvement.
The research is based on scientific methodology showing that higher customer satisfaction leads to improved loyalty and a greater likelihood of making future purchases.
Highly satisfied consumers are nearly 70 per cent more likely than dissatisfied ones to recommend a particular website, according to ForeSee.
Author: Adrian Medland