January 30, 2001, 5:16 PM

Witness Systems also reports shoppers were satisfied

Don Davis

Editor in Chief

The majority of online shoppers are satisfied with the level of customer service they received in the last three months, according to results of the Witnessing Excellence in Customer Service Survey sponsored by Witness Systems, provider of customer service software solutions, and conducted by International Communications Research Jan. 5 -14. Consumer spending for online purchases over the 2000 holiday season came in under projections, but it didn't seem to impact the level of customer service e-retailers provided. Of the 50 million U.S. adults who made online purchases over the past three months, 74% were very satisfied with the experience, a drastic improvement over 1999's holiday season.
Key findings of the survey:
--74% of shoppers are very satisfied with their recent online purchase experiences.
--77% of shoppers are very likely to purchase again from the sites where they received customer service.
--On average, online shoppers spent $488 on Internet purchases made within the past three months with men spending an average of $586.


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