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eBay, Earn 'Best Customer Satisfaction' Award

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Posted February 14, 2001 By Staff     Feedback

Satmetrix Systems says the survey proves that some Internet firms have achieved the same high customer satisfaction levels as brick and mortar companies.

MOUNTAIN VIEW, CA--Satmetrix Systems, a provider of Customer Experience Management (CEM) products and services, has announced that it has named eBay, the online trading community, and, the Internet retailer, as joint winners of the Satmetrix Best Customer Satisfaction award for the Internet category.

Satmetrix says results of an opt-in survey of businesses and consumers, using the Powered By Satmetrix platform, rated the two firms as best in the Internet category. The two were in a "dead-heat", according to Satmetrix, with virtually identical high customer loyalty index scores and scores significantly higher than 8.0 on a zero to ten scale, the minimum needed to be recognized as the best in their category.

"We feel great about this recognition," said Scott Newman, vice president of eBay's customer support. "It is especially meaningful to us because everyone at eBay works very hard at making the user experience the best it can be. The Satmetrix Best Customer Satisfaction award is another indication that our efforts are paying off."

"At, we are on a mission to become earth's most customer-centric company," said David Risher, senior vice president, U.S. stores, "We're thrilled to be recognized for our commitment to delighting customers."

Satmetrix says the survey, conducted in November, was an "opt-in" study contacting nearly 140,000 potential respondents with nearly eleven percent responding via telephone and the web. The Internet was one of seven industry categories and companies had to meet certain criteria within a category, such as minimum number of responses and a score significantly higher than the next competitor to be considered for the award.

The Best Customer Satisfaction award is the first issued by Satmetrix. The company says it will recognize selected categories each quarter and that it picked the Internet as a category because customer satisfaction was widely perceived to be the make or break issue for online retailing this past holiday season.

"Companies like eBay and are proof that some of the organizations can successfully build out using customer satisfaction the way that many traditional brick-and-mortar firms do," said Andre O. Schwager, CEO and president of Satmetrix Systems. "As a whole, the Internet category still trails some of the other vertical markets in terms of meeting customer expectations. Nonetheless, the good news is that some Internet companies have figured out to how to zero in on customer satisfaction to enhance their path to profitability."

The survey demonstrated that most companies see an increase in customer satisfaction after implementing a Customer Relationship Management system, according to Satmetrix. The company says the study also shows those companies with the highest customer satisfaction all use very similar customer satisfaction best-practice methodologies.

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