Customer satisfaction with online shopping holds steady
As the end of online Christmas shopping approached, customers were expressing a slight increase in satisfaction with their web shopping experience compared to the prior week, says the latest ForeSee Results’ weekly Holiday Online Retail Benchmark.
From Dec. 11 to 17, aggregate customer satisfaction with online retailers in the benchmark rose 0.2 point from the previous week to 76.7 on a 100-point scale. ForeSee says the same week in 2005 experienced a dip in satisfaction.
“We’ve noticed this year that retailers have been able to keep their promotions fresher throughout the holiday shopping season, which is definitely a factor in higher satisfaction,” says Larry Freed, president and CEO of ForeSee Results. “And, there seems to be less of an issue this year with hot gift items being out of stock, which has hurt satisfaction in the past.”
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