Customer Service Still Key to Online Sales
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.