ACSI E-Commerce Report (Feb. 2009)

Customer satisfaction with the e-commerce sector falls for the first time in three years, dropping 2% to a score of 80 on a 100-point scale. Highlights of the research, which measures customer satisfaction with e-retail, online travel and online brokerage, include:

• The drop in the overall e-commerce sector score is clearly driven by a nose dive in the online brokerage industry, which plummets 6.3% to 74. Every single one of the measured online brokerage firms suffers a drop in customer satisfaction with TD Ameritrade taking the biggest hit, down more than 11% to 71.

• The e-retail industry overall drops one point to 82. eBay has the biggest decrease, dropping almost 4% to 78. Newegg (88) edges out perennial leader Amazon (86).

• The online travel industry stays steady at 75. Expedia and Travelocity actually see satisfaction increase since last year.

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