Customer satisfaction with e-commerce surpassed that of offline retail by 11.6 percent. That's according to the American Customer Satisfaction Index released jointly by the University of Michigan and ForeSee Results.

E-commerce's overall score measured 80 on the American Customer Satisfaction Index's (ACSI) 100-point scale. Online retail scored 83, up 2.5 percent from last year's index. Offline retail scored 74.4 on the scale.

"Generally, the e-commerce sites are doing an excellent job keeping focused on what's most impactful with consumers," said ForeSee Results CEO Larry Freed.

Many features raising e-commerce scores are typically referred to as Web 2.0 features. "The better product images, better product specifications, the ability to zoom into products, and so on. User reviews have become critical to the consumer purchasing experience, it adds another flavor that they are used to associating with a retail store," said Freed.

Web 2.0 features also give way to what the researchers call Consumer 2.0. "One of the things that online has really done is put the consumer in charge," said Freed. "Something we like to call Consumer 2.0. Consumer 2.0 says the consumer is in control, the transparency across retailers and products is there, and e-commerce is stepping up to the challenge."

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