December 30, 2003, 12:00 AM

20% of consumers cite shipping charges as worst aspect of online shopping

Shipping charges for online orders continue to be a thorn in the side of consumers, 20% of whom cited shipping costs as their biggest frustration related to online shopping, a new study says. 15% frowned at the inability to try on clothes.

Paul Demery

Managing Editor, B2B E-commerce

Shipping charges for online orders continue to be a thorn in the side of consumers, 20% of whom cited shipping costs as their biggest frustration related to online shopping, says a new study by NFO WorldGroup and The Conference Board. 19% said spam is most annoying, followed by the inability to try on clothes, 15%, and the risk of entering a credit card number online, 13%.

The study, the Consumer Internet Barometer, found that men and women differ about some of these concerns. It said the inability to try on clothes was cited by 20% of women, but 11% of men. But it noted that men were more likely than women to dislike shipping charges.

Among advantages to online shopping, the study reports, 45% of respondents said they shop online because they find better bargains than in stores; 27% of men and 16% of women cited the ability to comparison shop online; 27% of women and 20% of men cited the ability to shop around the clock.

The Consumer Internet Barometer is produced quarterly and is based on a survey of 10,000 households.

 

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