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Poll shows e-commerce customer satisfaction stalls

BY CSA STAFF

Ann Arbor, Mich. — The American Customer Satisfaction Index’s annual E-Commerce Report, produced in partnership with ForeSee Results and released on Tuesday, showed that customer satisfaction with e-commerce websites is down 2.6% to 79.3 on the ACSI’s 100-point scale.

The results are the lowest since 2004.

According to the report, falling satisfaction with online retail pulled down aggregate satisfaction with the e-commerce sector overall, which also includes online brokerage and online travel.

"Satisfaction with e-commerce and retail is off from a year ago overall, but the individual company results are mixed, and some organizations manage to find ways and resources to improve the customer experience," said ACSI founder Claes Fornell, professor at the University of Michigan’s Ross School of Business. "Still, any downward pressure on satisfaction does not bode well for sustained spending growth at a time when the economy could use it."

Online retail dipped 3.6% to 80, as customer satisfaction with smaller e-retailers suffered a major drop. The "all others" category, which is an aggregate of smaller e-retailers and other companies not individually measured, plunged 6% to 78.

But some of the most notable names in e-retail continued to dominate. Amazon (+1% to 87) and Netflix (-1% to 86) switched places at the top of the industry, and eBay gained 3% to 81.

This year’s study added mobile commerce to the mix, as ForeSee Results applied ACSI methodology to measure customer satisfaction with the online experience when accessed via mobile phone. Aggregate satisfaction for the retail and travel sectors of e-commerce scored 75.

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Home Depot to hire 60,000+ seasonal associates in spring

BY CSA STAFF

Atlanta — The Home Depot said Tuesday it will hire more than 60,000 seasonal associates in time for the company’s second annual Spring Black Friday event.

The retailer will implement the spring promotion market-by-market over four different weekends in the spring. The event marks the start of home improvement’s busiest shopping season.

Home Depot said it will hire and train the new seasonal associates in every market during the months of February and March to prepare for the annual promotion. Additionally, the retailer said it will be adding net new permanent full-time and part-time positions to its stores for the second year in a row.

"As we have stated in the past, spring is our Christmas and traffic is at its highest during this season," said Craig Menear, executive VP merchandising. "Hiring seasonal associates and offering door busting deals will ensure our customers have all of the service, know-how and value they need as they look to take on outdoor projects to improve the appearance of their home."

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Wal-Mart appoints VP Global Consumer Insights

BY CSA STAFF

Bentonville, Ark. — Wal-Mart Stores named Cindy Davis as executive VP Global Consumer Insights. In the position, she will lead the newly created Global Customer Insights team, helping both Walmart and Sam’s Club understand broad consumer trends, provide insight into customers’ needs across the world and create advanced analytical tools to support the business.

Davis most recently served as executive VP membership, marketing and e-commerce at the Sam’s Club warehouse store division. A successor in that role will be named at a later date, Wal-Mart said.

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