E-commerce topped the Service Industry with its significant increase in terms of customer satisfaction. Companies in lined with e-commerce reached 81.6 record score based on University of Michigan’s American Customer Satisfaction Index (ACSI). This score had increased by 2% compared when with the same time last year.

According to University of Michigan, e-commerce business sector took the top spot against the other form of industries in terms of customer satisfaction during last year’s fourth quarter.

E-commerce’s improvement and impressive performance is exceptional considering national ACSI’s usual downward trend as stated by the head of UM index, Claes Fornell. In fact, e-commerce is the only sector that showed improvement in this quarter with consistent customer satisfaction. This is rather impressive because other industries are experiencing some difficulty.

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A recent study from the Pew Internet Project highlights on the love and hate relationship that numerous Americans share with e-commerce. Results of the survey say that 78% of internet users in America agree that shopping online is convenient while 68% states that they can save a lot of time with it. However, 75% of the respondents stressed out that they hate the idea of disclosing their personal information such as their credit card number and details via internet.

These security concerns and issues prevent the potential of e-commerce from growing and developing as stated by John Horrigan, Pew Internet Project’s Associate Director and author of the said report. These risks remain to be questionable whether they are just perceived by the internet users or they are real, after all.

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