We use cookies to provide you with a better experience. If you continue to use this site, we'll assume you're happy with this. Alternatively, click here to find out how to manage these cookies

hide cookie message
78,721 News Articles

Xmas online shopping went well for most

But report finds 1/5 had bad service

Online retailers need to improve customer service standards in order to increase sales, according to a report conducting by customer service monitoring portal, eMystery shopper.

The report, carried out in the run-up to Christmas 2000, questioned 426 internet shoppers’ expectations about their online Christmas shopping. More than eight in ten shoppers expected to spend more online in 2000 than they had in 1999, but when questioned after Christmas only three quarters of them had actually spent more.

Among the most popular reasons for shopping online were to save time, to avoid the hassle of Christmas crowds and save money.

Over three quarters (79 percent) of shoppers were happy with the customer service they received. Unfortunately the remaining 21 percent experienced problems with delivery of goods, with five percent of orders failing to arrive on time, and low stock levels. That's just over a fifth of customers.

Customers told eMystery that they were generally dissatisfied with the email responses, some which took over 5 days and others that didn’t appear at all. The report doesn't name and shame those companies with the poorest level of customer care.


IDG UK Sites

Top 5 Android tips and tricks for smartphones and tablets

IDG UK Sites

How to join Apple's OS X Beta Seed Program: Get OS X Yosemite on your Mac before public release

IDG UK Sites

Why the BBC iPlayer outage was caused by a DDoS attack: Topsy and Tim isn't *that* popular

IDG UK Sites

BBC using Glasgow 2014 Commonwealth Games to trial 4K/UHD, pan-around video, augmented video and...