Internet Retail

The ACSI has two decades of experience analyzing customer satisfaction with major internet retailers serving the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about their recent online shopping experiences. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Internet Retail Benchmarks »

ACSI Retail and Consumer Shipping Report 2020-2021 »

Internet Retail Customer Experience Benchmarks

For internet retailers, the ACSI captures customer opinions about critical elements of the online shopping experience, including:

    • Merchandise inventory availability
    • Merchandise variety and selection
    • Checkout and payment process
    • Product image usefulness
    • Product description clarity
    • Customer-generated product reviews
    • Site-generated recommendations of other products
    • Shipping options
    • Site navigation
    • Site performance
    • Quality of mobile app
    • Reliability of mobile app
    • Customer support (live chat, help pages, call center)

The ACSI Client Advantage

Internet retail industry clients can take advantage of ACSI’s competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to internet retail industry data spanning two decades, with more than 30 data points per year for the largest internet retail websites. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own website’s performance in relation to industry peers and best-in-class companies in other industries. Internet retail clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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