Prime Advertising & Design Blog » Survey Shows Customer Service Satisfaction With E-commerce

Survey Shows Customer Service Satisfaction With E-commerce

Deloitte & Touche surveyed 1,100 consumers ranging from 18 to 74 years old asking them:

"Is customer service at e-commerce websites better or worse than that at physical stores?"

51% responded that customer service is better online, 40% said it was the same and 9% claimed it to be worse.
E-commerce website survey graph

I was a bit surprised by this and would of loved to see some additional comments/feedback from those surveyed. My guess is that users have more set expectations when shopping online and then the system/process being easy or "as expected" is what makes them happy. In a store, you have humans to mess that up from time to time. :) Then for the customer service portion, you can remove emotion to a certain extent without face to face confrontation and basically just fulfill your return policy. Expectations met, that’s what makes me happy.

source: USA Today, Deloitte & Touche; error margin of +/- 3 percentage points

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