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Study finds high satisfaction with Canadian ecommerce sites

April 04, 2012 Author by Thomas Wheeler

A recent study found that online shoppers are highly satisfied with Canadian ecommerce sites.

A recent study by ForeSee revealed that Canadian ecommerce retailers rate above average for customer satisfaction.

The survey asked online shoppers to rate their satisfaction with experiences using web-based stores. On average, Canadian merchants received a score of 75 out of 100, which was slightly ahead of the global average - 74. Satisfaction scores for ecommerce sites ranged between 70 and 83.

A score above 80 is considered excellent by ForeSee, while a score between 70 and 79 is average. Consumers were asked to visit Canadian retail websites and Canadian divisions of U.S. retail sites, such as Sears Canada. While the study does not name the scores earned by individual websites, it included Indigo Books & Music, Coastal Contacts Inc., Canadian Tire and Mountain Equipment Co-Op.

Consumer satisfaction can be an indicator of an ecommerce site's success, the study found. Highly-satisfied customers are 92 percent more likely to recommend the retailers to others and 88 percent more likely to make a purchase through the sites' payment processing gateway. Additionally, customers are 55 percent more likely to visit the site again and 32 percent more likely to go to the retailer's brick-and-mortar locations to make a purchase at a point-of-sale terminal.

  

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