Customer Service Still Key to Online Sales

27 november 2002, 08:48

Goldman Sachs, Harris Interactive and Nielsen//NetRatings report that during the week ending 15 November 2002, US online shoppers spent an average of $72.00 online. The report notes that this average represents a 28% rise from the average amount spent during the same week in 2001. The study is based on a survey of a random sample of 750 online shoppers chosen from a Harris Interactive panel, and also finds that 22% of respondents say online customer service is better in 2002 than it was in 2001. The report therefore concludes that if online satisfaction rises, so too will online sales.

Marco Derksen
Partner bij Upstream

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