The downward trend is due to consumers' increased expectations during the holiday season, a much larger influx of infrequent visitors that may not know how to navigate a site and shipping costs, and the unavailability of prominent items like the Xbox 360 due to low inventory.
More Quotes from Larry Freed:
E-commerce has greatly evolved over the past few years, leading to clear differentiation between the leaders and laggards in most industries. While there's no one formula for success, customer satisfaction is always a focus for any company that is successful over the long term.Larry Freed
In effect, online brokerage today is where e-retail was five years ago. Until the industry figures out how to overcome the barriers to moving online, the online brokerage category will struggle to increase satisfaction of its customers.
Larry Freed
Quite frankly, we did not expect to see such consistent drops almost across the board for all the biggest online retailers. These are the guys that are supposed to be doing it right.
Larry Freed
Going forward, we would expect to see satisfaction trend back upward now that the holiday rush is over.
Larry Freed
We saw a similar dip in overall satisfaction, search and ordering process last year, so this isn't a surprise. As we approach the holiday shipping deadline, pressured online shoppers are having a tougher time of finding the products they want and ordering the merchandise in time.
Larry Freed
Online retail is figuring out ways to compensate for being a virtual experience by providing a lot more information than you'd be able to find in-store. Many online stores offer extensive product information, side by side specification comparisons, customer reviews and 360 degree views, all from the convenience of your computer.
Larry Freed
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