Study: Overall, consumers happy with online shopping

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Overall, consumers were satisfied with their online shopping experience this holiday season, according to a Holiday Online Shopping Study, the second annual survey commissioned by investment bank Robertson Stephens. conducted the survey and collected data from more than 2,100 people over four weeks.

It found overall customer-satisfaction levels averaged 8.40 on a scale of 1-10. Some 89 percent of buyers said they were "quite a bit" or "highly" satisfied with their holiday shopping experiences; only 4 percent said they were "only a little" or "not at all" satisfied. The likelihood that customers would shop again online was 8.62, well above last year's average. Shipping continued to be a big issue: 48 percent of people said they abandoned a shopping cart when they realized the shipping costs. Another 70 percent made purchases due to shipping promotions.

Copyright December 2000, Crain Communications Inc.

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