Customer Satisfaction with Online Retail Experiences, 2023 vs. 2022

February 24, 2023

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

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