82% Of Online Holiday Shoppers Happy
A majority of online shoppers (82%), report being very satisfied or somewhat satisfied with the customer support available during their online holiday shopping experience this year, according to Nielsen Online.
Out of 46 percent who had posted reviews about their online shopping experience, 88 percent said those reviews were positive. The high level of satisfaction led to almost half of online shoppers, 46 percent doing the majority of their holiday shopping online so far this year.
A number of online shopping destinations were popular with shoppers and earned "Very Satisfied" ratings from more than 80 percent of respondents.
Ninety percent of online shoppers who visited Netflix.com reported being very satisfied, followed by 87 percent who visited shopping comparison site NexTag.com and 86 percent who went to Amazon.com.
For last minute shoppers, flowers, gift baskets, event tickets, and gift cards will be popular, with the largest percentage of shoppers still planning to buy from these categories compared to purchases already made. Procrastinators can have some comfort in knowing that 62 percent of respondents prefer a gift card to a pre-selected gift.
"The holiday season has always been important to retailers because it generates a material percentage of the year's sales," said Ken Cassar, vice president, industry solutions analytics, Nielsen Online. "
"But the season also sets the stage for the upcoming year. Negative customer experiences can hamper growth significantly, especially in this age of Consumer-Generated media."
"Online retailers should be thrilled that, regardless of whether or not sales meet expectations, this holiday season will provide a solid foundation for 2008 from a customer service perspective."
View All Articles by Mike Sachoff
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