Holiday Shopping: Customers Less Satisfied, Less Likely To Purchase Offline

[Kristijntje]

CUSTOMER SATISFACTION WITH ONLINE RETAILERS dipped this holiday season--slipping to 74 on a 100-point scale, according to new data from ForeSee Results. The market research firm released its Top 40 Online Retail Satisfaction Index for the holiday season, and found that overall satisfaction with e-tailer brands and their merchandise was down by just over 1%. In addition to being less satisfied, online shoppers were also less likely to purchase goods offline (via an e-tailer with a brick-and-mortar presence), as that performance indicator plunged by nearly 8%. Meanwhile, the likelihood to purchase online and recommend an e-tailer to others were both down by 1.4%...

... a number of economic factors contributed to the drop in offline purchase consideration--namely, the cost of gas and the looming possibility of a recession...

full article: http://publications.mediapost.com/index....leHomePage&art_aid=73389