Shopper satisfaction with retail websites remains strong this week, according to the latest release of the ForeSee Results Holiday Retail Benchmark. While aggregate customer satisfaction for the week between December 10 and December 16 slipped 0.7 percent from last week to a score of 77 on a 100-point scale, it remains 2 percent higher than customer satisfaction the same week last year.
The weekly ForeSee Results benchmark shows continued strong performance in key financial metrics regarding future behaviors that are influenced by customer satisfaction. In terms of purchase behavior, likelihood to buy from the retailer’s offline channels (84.8) is up 4.1 percent over last year, while likelihood to buy online (75.2) is up 3.3 percent over last year at this time.
The ForeSee Results Holiday Retail Benchmark is produced using the methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI), a proven predictor of future sales (online and offline), word of mouth recommendation and financial performance.
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