Consumer satisfaction with online retailers down 4.8% in 2004

Overall consumer satisfaction with online retail brands fell 4.8% in 2004, the first decline since the category was added in the Index in 2000. That’s the largest drop among the four e-commerce subcategories tracked by University of Michigan’s American Customer Satisfaction Index (ACSI). Amazon dropped 4.5% from 88, one of the highest scores ever measured in the ASCI 10-year history, to 84. For its part, eBay, in the auctions subcategory, fell 4.7% from 84 to 80.