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Research and Markets: National Customer Satisfaction Index - UK Results for E-Commerce and Internet Retail Customer SatisfactionResearch and Markets (http://www.researchandmarkets.com/research/j2z3rw/national_customer) has announced the addition of the "National Customer Satisfaction Index - UK Results for E-Commerce and Internet Retail Customer Satisfaction" report to their offering. Customer satisfaction with e-commerce is up 1% to an NCSI score of 83. Amazon maintains the lead in customer satisfaction with a 1% uptick to 86. Apple's (News - Alert) iTunes slips 1% to 81. Ebay advances 1% to tie ASOS at 80. However, smaller e-commerce sites and the websites of traditional retailers make the largest gains, moving up 5% to a combined score of 83. The National Customer Satisfaction Index - UK Results for E-Commerce provides the full range of data for each internet retailer tracked by the NCSI-UK, with detailed scores and benchmarks across the customer experience, including customer satisfaction, customer expectations, value, product quality, service qulity, loyalty, recommendations, call centre satisfaction and website performance. The report contains company level performance results for each multi-channel touchpoint, as well as information on what is driving customer satisfaction and loyalty for the sector. The latest NCSI results for supermarkets are based on interviews with more than 1,250 customers during the final quarter of 2014. Customers are asked to evaluate their recent purchase and consumption experiences with the products or services of the largest companies by market share within each of the measured industries, plus an aggregate of all other smaller brands not measured individually by name in the NCSI. The survey data are used as inputs to the NCSI's cause-and-effect model, which measures customer satisfaction quantitatively as the result of the survey-measured inputs of customer expectations, perceptions of quality, and perceptions of value. The NCSI model, in turn, links customer satisfaction with the survey-measured outcomes of customer complaints and customer loyalty. The report provides confidential industry-competitive and best-in-class data on all measured variables and customer experience benchmarks. This methodology was developed at the University of Michigan and has been adopted worldwide as a leading macro- and micro-level indicator by universities, governments and countries including the United States (ACSI), the United Kingdom, Sweden, Singapore, Korea, Turkey, South Africa, Mexico, Colombia, Dominican Republic, Indonesia and Barbados. Companies Mentioned - ASOS - Amazon - Ebay - iTunes For more information visit http://www.researchandmarkets.com/research/j2z3rw/national_customer View source version on businesswire.com: http://www.businesswire.com/news/home/20150626005126/en/ |
