The extent of customer satisfaction with the following online retail experiences (on a 100-point scale), comparing 2023 with 2022 report data:
- Quality of mobile app
- Reliability of mobile app (minimal down time, crashes, lags)
- Ease of checkout and payment process
- Ease of navigation
- Site performance
- Usefulness of product images
- Variety and selection of merchandise (including brand names)
- Availability of merchandise inventory (specific models, colors, sizes)
- Clarity and usefulness of product descriptions
- Helpfulness of customer-generated product reviews
- Variety of shipping options
- Helpfulness of customer support (live chat, help pages, call center)
- Usefulness of site-generated recommendations of other products
