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GSI commerce outshines benchmarks for on-line customer satisfaction

15
Apr '08
GSI Commerce Inc, a leading provider of e-commerce and multichannel solutions, announced that online retail sites powered by its technology platform exceeded industry wide customer satisfaction benchmarks from ForeSee Results, a leading customer satisfaction measurement and analysis firm.

According to ForeSee Results, which uses the scientifically proven methodology of the University of Michigan's American Customer Satisfaction Index (ACSI), GSI partner Web stores included in the analysis outperformed benchmark metrics in areas including:

• Overall satisfaction – how satisfied shoppers were and whether the Web store met expectations
• Look and feel – visual appeal, amount of graphics and text, and ease of reading the pages
• Search capabilities – relevance, helpfulness and organization of search results
• Navigation – site organization, site layout and options for navigation

The measured sites also surpassed e-retail benchmarks when Web store visitors were surveyed about their future behaviors. The results indicated that shoppers on a GSI partner Web store were more likely to recommend that particular online store and make purchases from the company through offline channels.

“We are proud that a number of GSI partners' e-commerce stores outperformed the industry in critical customer satisfaction areas. We work very closely with our partners to ensure that their stores offer a rewarding customer experience,” said Fiona Dias, executive vice president of partner strategy & marketing for GSI.


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