January 4, 2002, 12:00 AM

Consumer Reports poll shows high satisfaction with online shopping

A ConsumerReports.org survey shows that 93% of online shoppers were satisfied with their online shopping experience last month. But 53% still complained about high shipping costs.

Kurt Peters

Executive Editor

A post-holiday online survey from Consumer Reports shows that 93% of web users who did some holiday shopping online were very satisfied (51%) or fairly well satisfied (42%) with their shopping experience.

Yonkers, NY-based ConsumerReports.org polled 8,600 web site visitors via a four-question, pop-up window from Dec. 26 to Jan. 2 to gauge consumer reaction to online shopping during this past holiday season. About 35% said they did no online shopping for holiday purchases; 21% said they did 1% to 9% of holiday shopping online; 19% did 10% to 24% online; 12% did 25% to 49%; and 13% said they did 50% or more of their holiday gift-buying online.

Of the respondents who shopped online, 53% noted problems with high shipping costs, 28% noted problems with out of stock items and 25% noted that they had problems with items not delivered on time. To a lesser extent, respondents reported problems with items that were not the same as expected from web site pictures (8%), items were never received (6%), wrong items in terms of size and color were sent (5%) and incorrect billing (3%). Respondents were able to select more than one option in responding to this question, ConsumerReports.org notes.

In terms of gift-spending expectations, 47% of respondents spent "about the same" as expected, 29% spend less than expected and 24% spent more than expected.

 

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