Claes Fornell

Customer satisfaction measured by the American Customer Satisfaction Index (ACSI) hasn't improved since the middle of 2009, and now registers its biggest drop in two years. The ACSI score for e-commerce fell 2.6 percent to an ACSI score of 79.3, the lowest level since 2004.

Ann Arbor, Mich. -- The American Customer Satisfaction Index's annual E-Commerce Report, produced in partnership with ForeSee Results and released on Tuesday, showed that customer satisfaction with e-commerce websites is down 2.6% to 79.3 on the ACSI's 100-point scale. The results are the lowest since 2004. According to the report, falling satisfaction with online retail pulled down aggregate satisfaction with the e-commerce sector overall, which also includes online brokerage and online travel. "Satisfaction with e-commerce and retail is off from a year ago overall, but the individual company results are mixed, and some organizations manage to find ways and