A recent IDC survey of more than 100 consumer-oriented Web sites found a majority of sites are rushing to add enhanced consumer features before the onslaught of the holiday shopping season. Many of these sites adding features are hoping to avoid another round of negative publicity from unhappy customers, according to the survey. IDC's Internet Executive ePanel survey found the percentage of sites that offer interactive customer service will increase 110% from 20% in the spring of 2000 to 41% by spring 2001. While only 23% of sites offered special content and services for registered visitors this spring, almost 48% are adding these features. Online order tracking capacity is expected to almost double from less than 22% to almost 40%.
Copyright September 2000, Crain Communications Inc.