Tesco and M&S slip in online satisfaction index

Tuesday, 23 December 2008
Tesco and Marks & Spencer (M&S) have failed to match their performances last year on the ForeSee Results online retail satisfaction index.

On the firm's 100-point scale, M&S fell two points to 68, and by 2.9%. Tesco Direct dropped by four points to 65, and by 5.9%.

Asda rose by 5 points and by 7.8%.

The index looks at factors that influence satisfaction, such as price, content and functionality.

Larry Freed, chief executive, said: "UK retailers need to focus most on improving the availability, variety, and appeal of merchandise in order to improve online satisfaction.

"A retailer's website content has the lowest impact of customers' likelihood to buy online or offline, buy again, recommend the website, or return to the website."

In October, Experian's Footfall index showed that retail sales over the internet fell for the first time ever.

But in another survey from myVoucherCodes, online grocery shopping outstripped other channels.
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