December 23, 2005, 12:00 AM

A mid-season slip in shoppers` satisfaction with online retailers

Online shoppers’ satisfaction with retail sites slipped for the week ended Dec. 18, with the aggregate score dropping 0.6% to 77.8 points, according to the ForeSee Results weekly Holiday Shopping Satisfaction Benchmark study.

 

Online shoppers’ satisfaction with retail sites slipped for the week ended Dec. 18, with the aggregate score dropping 0.6% to 77.8 points on a 100-point scale, according to the ForeSee Results weekly Holiday Shopping Satisfaction Benchmark study. It was the first decline in the satisfaction rate since Halloween.

In addition, the likelihood that a shopper would return to the site and recommend it to others dropped 0.8% and 0.6%, respectively, while the likelihood that an online shopper would make purchases offline rose by 0.6%, according to the report.

“During this critical stage in the holiday shopping season, online retailers face huge challenges to maintaining high satisfaction,” said Larry Freed, president and CEO. “Those who aren’t able to meet customer expectations online during the last week or two of the holiday shopping season risk the long-term impact of lessened customer loyalty during the weeks and quarters to come.”

The Foresee Results study measures customer satisfaction with more than 30 e-retail sites, including Bose, Cabela’s, eBags, Fashion Bug, Gateway, NHL, Newegg.com, Norm Thompson, Overstock, Patagonia, Restoration Hardware, Target and Tower Records.

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