Satisfied With Online Shopping?

  • by November 19, 2001
According to the eSpending Report released today by Goldman Sachs, Harris Interactive, and NetRatings, Inc., 35% of all Americans report being very satisfied with their online holiday shopping experience. Additionally, 17% stated that their holiday shopping satisfaction is higher this season than last year.

”Quality customer service has not been impacted by the dot-com shake out or economic conditions this year and remains a key factor for online shoppers," said Sean Kaldor, vice president, analytical services, NetRatings.

According to the Nielsen//NetRatings Holiday eCommerce Index, traffic to ecommerce Web sites jumped 14 percent during the second week of November, signaling the beginning of the online holiday shopping season.

Competitive Pricing Drives Shoppers Online Lower prices and the ability to easily compare products and item cost on the Internet led 39%t of Americans to shop online this past week. Sixty-seven percent of those surveyed said pricing was their main purchasing factor, while 59% cited product selection. Additionally, 26% of shoppers indicated that shipping costs are impacting their purchasing decisions this season.



”Etailers offering free shipping promotions and competitive pricing have much to gain from luring price-conscious shoppers," Kaldor continued. "Holiday shoppers feeling the effects of the slowing economy this season are watching their budgets and looking for the perfect gift with the right price. "

One in Three Americans Have Started Holiday Shopping Findings from the survey revealed that one in three Americans have started their holiday shopping as of the week ending November 9. Eleven percent of respondents indicated that they have completed their holiday shopping.

"With the holiday season starting in the second week of November this year, we can expect online activity to grow steadily as the season progresses," said Lori Iventosch-James, director of ecommerce research at Harris Interactive. "The overall outlook for the holiday season is positive, as popular online categories such as home and garden, toys and video games have already emerged as hot gift categories this season."

Online Holiday Shopping Barometer 
| | Week Ending | Week Ending | Week Ending |
| | 10/26 | 11/2 | 11/9 |
|Finished Shopping | 8% | 9% | 11% |
|Started, but Not Finished| 23% | 31% | 35% |
|Haven’t Started | 69% | 60% | 55% |
Source: Goldman Sachs, Harris Interactive & Nielsen//NetRatings, November 2001
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