Customer Satisfaction Critical to Online Shopping

6 december 2002, 10:00

Customer satisfaction is critical to this year’s holiday retail success. With the holiday season in full swing, online shopping adoption continues. According to the 2002 eSpending Report by Goldman Sachs & Company, Harris Interactive?, and Nielsen//NetRatings, customer satisfaction is playing a key role in overall shopping for the second consecutive year. In a recent survey, twenty-two percent rated customer satisfaction as better than their experience last year, which is helping to contribute to higher consumer spending. The survey is based on a weekly national survey of more than 750 online shoppers randomly chosen from Harris Interactive’s online panel of survey respondents.


Marco Derksen
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