EpiServer, the software provider, and OnePoll, the research group, surveyed 1,000 consumers, and found the top 25 online vendors received an average satisfaction rating of 58%, down from 63% in 2011.
David Bowen, Product Manager at EPiServer, said: "The overall score of 58% is an indication that retailers are faring reasonably well, but also demonstrates that there is plenty of room for improvement and a real opportunity for savvy retailers."
Amazon, the ecommerce giant, posted a total of 73%. The web platform run by Marks & Spencer, the high-street chain, took second on 70%. House of Fraser, the department store operator, was third on 66%.
Completing the top five were ASOS, the fashion specialist, on 65%, a figure matched by Argos, the catalogue retailer, which also has a large brick and mortar network.
More broadly, 36% of interviewees said they had increased the amount of shopping they conducted online during the last year.
A 57% majority of the sample typically made purchases from a few favoured websites, while 40% tended to opt for whichever merchant offered the best prices.
Respondents stated that easy navigation was the most important feature of these sites, with 92% citing this matter. Effective product search facilities logged 89% on this metric.
When it came to making payments, another 92% of the panel agreed that clear and transparent shipping costs were the key consideration, but vendors only posted 75% on this measure.
Among the other vital features for buyers were being able to access detailed product specifications on 70% and the availability of high-quality images which can be seen from different angles on 62%.
Elsewhere, 54% of those polled valued user reviews and 40% expressed a preference for having tools which enabled them to directly compare products.
Data sourced from EpiServer; additional content by Warc staff