eBay Leads the Way in Customer Dissatisfaction with E-Commerce

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According to ForeSee's American Customer Satisfaction Index, customer satisfaction with e-commerce has fallen for the first time in three years. No surprise, given the overall state of the economy. But the biggest loser is eBay. They dropped 4 percent to a score of 78 in the index.

“eBay is the only e-retail company measured by the ACSI to have lower satisfaction now than it did when it was first measured nine years ago, and that should be reason for concern,” said Larry Freed, CEO of ForeSee Results. “It isn’t keeping pace with the competition, and its revenues and stock price have followed suit.”

It's clear that eBay isn't what it used to be. Not only are consumers taking their business elsewhere, but so are retailers. Website Magazine highlights some solid alternatives to eBay in our April edition, part of our new professional-level subscriptions.

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4 comments

Mark S 02-18-2009 6:15 PM

About the only company that has worse customer service than eBay is PayPal.  OOOPS!  I forgot, eBay owns PayPal.

RudyR 02-20-2009 12:47 PM

In an effort to improve customer satisfaction at the price of tougher selling rules and high fees for sellers, eBay lost it's way in a business that should be booming in this kind of economy.

~ Commented through my Website Magazine iPhone App!

MartinC 02-20-2009 5:58 PM

I totally agree on paypal comment., not sure yet on ebay - i dont think the jury's out yet! one million goods sold past christmas not a bad way of making money!

RobertB 02-20-2009 8:17 PM

Use both, like both and am pleased with the results they provide. I wonder, without having read the full report, if some of the rating loss is deflected buyer remorse and/or seller bitterness over fees and charges. I am teed off with the USPS rates for the stuff I sell, but who got the pay raise? Why the Postmaster General did! And now we get another 1st class postage raise in a couple of months. I know, I know that's not eBay or PayPal's fault, it's just a rant!

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