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BizReport : Ecommerce archives : December 13, 2007

Online shopper satisfaction levels up

Shoppers are more satisfied with their online holiday shopping experiences this year than they were in 2006, finds the latest ForeSee Results Holiday Retail Benchmark.

by Helen Leggatt

After a 1 percent dip to 76.3 (on a 100-point scale) during the week of Cyber Monday through to December 2, 2007, satisfaction levels among online shoppers rose again during week commencing December, 3.

Online satisfaction rose 1.7 percent to 77.6 for week commencing December 3, 3.3 percent higher than for the same period last year. The knock-on effect of the increased levels of satisfaction is that online shoppers are 4.6 percent more likely to buy online in the future.

"Customer satisfaction has rebounded to pre-holiday levels, a very encouraging trend for the 2007 holiday shopping season," said Larry Freed, President and CEO of ForeSee Results.

"The combination of retailer readiness for the holiday rush and positive reaction to promotions has resulted in robust satisfaction, which should spell strong results for the holiday season and beyond."

Foresee’s report also reveals that 8 percent of those who abandon their shopping carts online are more likely to go on to purchase via that retailer’s offline channel, resulting in less lost sales.

Tags: customer satisfaction, online shopping, survey

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