With only months before the holiday season begins, too many online retailers are struggling to please customers, according to new research from cPulse, an Internet customer satisfaction consultant. The company's interviews with 137,160 online users on 123 Web sites between April 1 and June 30 found 24% are extremely dissatisfied when surfing retail sites. The three main points of dissatisfaction are online customer service and support, security of the transaction and hidden shipping and handling charges. CPulse, 70% owned by Gartner Group, uses 60-second interactive interviews administered via pop-up technology to query visitors during a visit to a Web site.
Copyright August 2000, Crain Communications Inc.