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Study reveals customer service, goods are better online

As an online retailer, this survey is good news. The biggest promise of online shopping is convenience, allowing consumers to purchase items quickly and easily from the comfort of home or office. Flags Bay wasn’t part of their survey, but you can be sure we measure up to the companies profiled in the article.
Online retailers are delivering the goods and better customer service than traditional stores, according to a University of Michigan study expected to be released Tuesday.

Customer satisfaction with online retail was even with last year at 83 points on a 100-point scale, but surpassed brick-and-mortar retailers by 12 percent, according to the American Customer Satisfaction Index.

“Against a backdrop of weakening consumer spending and talk about recession, e-commerce will continue to be a bright spot for multichannel companies,” said Larry Freed, president and CEO of ForeSee Results in Ann Arbor, which partnered with the university’s Ross School of Business on the survey.

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