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.