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E-commerce not meeting customer expectations

Published on .

Peterborough, N.H.—Catalogers and e-commerce companies are not meeting customers’ online holiday shopping expectations, according to Millard Group’s Decision Direct Research in its Customer Insight Survey focused on holiday online shopping experiences.

Eighty thousand online shoppers responded to the online survey.

Only 39% of respondents to the postholiday 2006 survey said they felt that "products met or exceeded expectations." Thirty-nine percent felt that the item they purchased was "a good value for the money."

Lilliane LeBel, VP at Decision Direct, said that those "percentages are too low when considering that the holidays are the most critical sales-generating time of the year for which multichannel retailers have been preparing."

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