Just 65% of shipments from pure Internet commerce e-tailers were delivered correctly and on-time during the holiday buying season, estimates a study by enamics, a Stamford, Conn., e-commerce consultancy. In contrast, bricks-and-mortar stores on the Web delivered orders correctly 80% of the time, harnessing their experience in distribution and customer service, enamics reported. One in four Web shoppers abandoned an effort to buy online because of frustrations, said enamics Chairman-CEO Faisal Hoque, whose study is based on data collected from sites. Mr. Hoque criticized e-tailers for failures in systems infrastructure and distribution and for "poor or non-existent customer service" and "inept branding and marketing."
Copyright January 2000, Crain Communications Inc.