• The Detroit Free-Press, Tuesday, February 19, 2008 10:45 AM

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%, according to the American Customer Satisfaction Index released today by ForeSee Results of Ann Arbor and the University of Michigan's Ross School of Business.

"Online commerce delivers convenience that is unparalleled in the offline world ... and service quality and consistency is better because there is no unknown factor of a sales associate," says Larry Freed, president and CEO of ForeSee Results.

Customer satisfaction with the offline retail sector fell 0.3% to 74.2. And satisfaction with department and discount stores fell to its lowest level since 2001 with a score of 73. Nordstrom leads the sector with a score of 80. Wal-Mart fell 6% to 68 during the quarter. Amazon.com ranked at the top of the online sector with a score of 88, followed by Newegg, which sells computers and electronics, with 87, and Netflix with 84. EBay was up a point to 81.

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