It seems that online marketers are finally getting the hang of customer service. The American Customer Satisfaction Index (ASCI) climbed to 72.6 (out of a possible 100) for the fourth quarter of 2001. The increase followed four straight quarters of declining satisfaction. And while traditional retail stores scored 74.8 overall, online marketers earned a score of 77.0. The index is produced by the University of Michigan Business School, the American Society for Quality, and CFI Group.
Among online retailers, Amazon.com came out on top, with a score of 84, the same as it received last year. Barnesandnoble.com rose 6.5% to reach a score of 82. Personal electronics Website Buy.com came in third, holding steady at 78, and 1800Flowers.com rose 10.1% to reach a score of 76.