After a huge year-on-year increase in online customer satisfaction from 2008 to 2009 (from 67 to 71 on a 100-point scale), customer satisfaction has increased only slightly in 2010 (from 71 to 72). This is significant because highly satisfied visitors to retail websites in the UK say they are 57% more committed to the brand overall, 59% more likely to purchase online, 33% more likely to purchase offline, and 69% more likely to recommend the retailer.