Poor customer service at retail stores is driving shoppers onto the Web, where a new study shows they get greater satisfaction by clicking than by walking.

"Online retailers are far out-performing traditional retailers" in customer satisfaction ratings, said Larry Freed, CEO and president of online measuring firm ForeSee Results, based in Ann Arbor, Mich.

ForeSee Results and the University of Michigan today released their yearly American Customer Satisfaction Index, which issues rankings based on responses from people who have bought goods at retail stores, e-retail sites and online auction sites.

The survey, called the American Customer Satisfaction Index, comprised 2,500 people and was conducted in the fourth quarter of 2005 so it could capture retailers' busiest holiday season.

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