Significant minority of online holiday shoppers very disappointed
Even though online holiday sales increased 28% to $13.8 billion from $10.8 billion a year ago according to ComScore Networks estimates, some customers are beginning to sour on delayed delivery of Christmas gifts even from reliable etailers like Amazon according to this Wall Street Journal story (subscription required):
Despite strong overall sales growth for online retailers, it appears customer opinions about Web merchants slipped this Christmas. According to ForeSee Results Inc., a research firm in Ann Arbor, Mich., Internet retailers scored 69 out of a possible 100 on the firm's customer satisfaction index -- the equivalent of a "C."
Last holiday, Internet retailers scored a 77 with shoppers in a survey by the University of Michigan, which uses the same research methods as ForeSee. According to ForeSee's Results survey, a small but significant minority of customers had a bad time on the Net this holiday. While 59% said they were highly satisfied shopping online this season, 11% said they were extremely dissatisfied.