Google Checkout gets low marks in customer satisfaction survey

[Kristijntje]

link to full JP Morgan report: http://pull.jpmorgan-research.com/cgi-bi...707_1_.pdf

Google Inc.'s Checkout ranked well below rival online payment service PayPal in customer satisfaction in a survey of online shoppers conducted by J.P. Morgan Securities Inc.

Among Checkout users, 19% rated the service as either very good or good, with the rest calling it average, poor or fair, a result characterized by J.P. Morgan as "a very low level of satisfaction with the product." By contrast, PayPal, which is owned by eBay Inc., fared better, with 44% of its users saying it's very good or good...

J.P. Morgan praised Google for aggressively promoting Checkout and achieving a strong adoption -- 6% of respondents -- in a relatively short time, but warned that Google must improve its customer satisfaction. "Google may need to shore up its payment operations before building lasting user loyalty,"...

full article: http://www.computerworld.com/action/arti...ticleBasic&taxonomyName=networking&articleId=9008498&taxonomyId=16

Google Checkout Users Skew Male, Affluent, and Young. Our survey suggests that Google Checkout penetration rates are 2x higher among men.

Further, a hefty 34% of Checkout users have incomes over $75K (compared to 25% for PayPal, and 20% for all online shoppers). Finally, Checkout users are substantially younger (57% under 35 years old) than either PayPal (36%) or credit card users (35%).

full article: http://www.searchenginejournal.com/?p=4276