Online retailers are providing better customer service than their brick-and-mortar counterparts, according to the annual American Customer Satisfaction Index from ForeSee Results and the University of Michigan. The survey of 2,500 consumers, conducted during the 2005 holiday shopping season, found that upgrades to online retail sites, including virtual dressing rooms and direct product comparisons, have helped to erode the advantage of having a salesperson's assistance in a traditional store.

Related Summaries