Business Services Industry
University of Michigan survey finds more customer satisfaction online
Internet Business News, March 11, 2002
INTERNET BUSINESS NEWS-(C)1995-2002 M2 COMMUNICATIONS LTD
A new survey conducted by the University of Michigan Business School has found that online customer service is regarded better than offline customer service.
In the survey online customer service scored 77 on a 100-point scale while offline methods scored 74.8 on the same scale.
Amazon, Barnesandnoble.com and eBay were found to have the highest score of all e-commerce firms included in the survey with a rating of 84 points. The most improved online retailer was found to be 800-flowers.com whose score jumped from 69 to 76.
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