Home  › Stats › Audience/Traffic

E-Commerce Industry Soaring

  |  February 18, 2003   |  Comments

Research says Amazon.com is leading a performance surge, while travel, online brokerage and auction sites also are doing well.

A study shows that online retailing, travel, brokerage and auctions are stronger in terms of customer satisfaction, loyalty, and future economic growth than virtually any other sector of the economy.

And among Web retailers, Amazon.com and bookseller Barnes&Noble.com are said to be "leading a performance surge."

The e-commerce results are part of the American Customer Satisfaction Index (ACSI) study by the University of Michigan and ForeSee Results, an online customer satisfaction management firm. The overall e-commerce score of 77.6 is a 4.7-point improvement over last year.

2002 2001 2000
E-Retail Average 83 77 78
Amazon.com, Inc. 88 84 84
Barnes&Noble.com, Inc. 87 82 77
Buy.com, Inc. 80 78 78
1-800-Flowers.com, Inc. 78 76 69
All Others 82 75 77
Source: American Customer Satisfaction Index (ACSI)


The ACSI report includes scores for four categories of e-commerce: online retail, travel, online brokerage, and auction/reverse auction. The e-retail category, with a score of 83 on the 100-point scale, was up significantly over last year (from 77).

Online travel services are a strong performer, with an average score of 77 and tightly clustered competition among Travelocity, Expedia, Orbitz, and smaller players.

2002
Online Travel Services Average
(first year measured)
77
Travelocity.com 76
Expedia.com 80
Orbit.com 76
All Others 77
Source: American Customer Satisfaction Index (ACSI)


The auction/reverse auction category is dominated by eBay, which registered an 82 far ahead of its closest measured rival, Priceline.com, which earned only a 71. Online brokerage services overall earned a score of 73.

2002 2001 2000
Auction/Reverse Auction Average 75 74 72
e-Bay, Inc. 82 82 80
All Others 78 75 73
Priceline.com, Inc. 71 69 66
Ubid, Inc. 70 69 67
Source: American Customer Satisfaction Index (ACSI)


"Brick-and-mortar retail is doing fine, but lags way behind the trajectory of e-retail," said Larry Freed, an expert on online customer satisfaction and CEO of ForeSee Results.

The e-retail sector scores above 90 on perceived quality, a score that makes it an economy-wide standard-setter, Freed said. "In today's tough economy, e-commerce has strong potential to be a bright spot that can play an important role in fueling a recovery," he added.

The ACSI is released quarterly by the University of Michigan, measuring a different set of industries each quarter such that each industry is measured once per year.

2002 2001 2000
Online Brokerage Avg. 73 69 72
Charles Schwab & Co., Inc. Online 76 72 76
E*Trade Securities, Inc. Online 69 66 66
All Others 73 65 70
Source: American Customer Satisfaction Index (ACSI)

ClickZ Live Toronto On the heels of a fantastic event in New York City, ClickZ Live is taking the fun and learning to Toronto, June 23-25. With over 15 years' experience delivering industry-leading events, ClickZ Live offers an action-packed, educationally-focused agenda covering all aspects of digital marketing. Register today!

ABOUT THE AUTHOR

COMMENTSCommenting policy

comments powered by Disqus

ClickZ Stats delivers stats headlines to your inbox twice a week. Subscribe today!

COMMENTS

UPCOMING EVENTS

UPCOMING TRAINING

Featured White Papers

Gartner Magic Quadrant for Digital Commerce

Gartner Magic Quadrant for Digital Commerce
This Magic Quadrant examines leading digital commerce platforms that enable organizations to build digital commerce sites. These commerce platforms facilitate purchasing transactions over the Web, and support the creation and continuing development of an online relationship with a consumer.

Paid Search in the Mobile Era

Paid Search in the Mobile Era
Google reports that paid search ads are currently driving 40+ million calls per month. Cost per click is increasing, paid search budgets are growing, and mobile continues to dominate. It's time to revamp old search strategies, reimagine stale best practices, and add new layers data to your analytics.

Jobs

    • Copywriting & SEO Specialist
      Copywriting & SEO Specialist (HeBS Digital) - NEW YORKJOB DESCRIPTION     JOB TITLE:         ...
    • SEO Specialist
      SEO Specialist (NJM Insurance Group) - West TrentonNew Jersey Manufacturers Insurance Company is an industry leader among its peers and the largest...
    • Paid Search / Search Engine Marketing (SEM, PPC) Specialist
      Paid Search / Search Engine Marketing (SEM, PPC) Specialist (HeBS Digital) - New York  JOB TITLE:        ...