Internet pure-plays provide greater customer satisfaction, research alliance reports

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Internet pure-play retailers ranked higher in customer satisfaction this last holiday shopping season than their brick-and-mortar e-tailing competitors, according to an analysis by Nielsen/NetRatings and new strategic partner, Harris Interactive. While brick-and-mortar e-tailers posted the largest growth in shopping visits during Holiday Season 2000, they ranked lower in customer satisfaction than their Internet pure-play counterparts. Nielsen/NetRatings and Harris Interactive formed a strategic alliance to provide e-commerce information through eCommercePulse, detailing online consumer spending, behavior and attitudes. Based on an online survey of 30,000 Web users in Dec. 2000, the first eCommercePulse report found that among the most visited e-tailing, travel and auction sites, seven of the top 10 sites ranked by customer satisfaction were Web-only companies. led with a high of 8.5 on a scale of one to 10. The average customer-satisfaction rate across 264 sites analyzed was 7.77. Traditional e-tailers making the top ten customer service rankings were Barnes & Noble, Hallmark and J.C. Penney Co.

Copyright January 2001, Crain Communications Inc.

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