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Effective December 31, 2012, articles are no longer being updated on this web site.
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LACK OF PRODUCT INFORMATION CHIEF CONCERN FOR E-SHOPPERS

Source: ActiveResearch.com

February 2, 2000

      Ninety-one percent of e-shoppers told Active Research that they were satisfied with their e-shopping experience, but cited "lack of product information," as the number one complaint of online shoppers. Active Research released its most recent study of 503 e-commerce shoppers surveyed from December 23 through January 15. Key Findings:

  • Ninety-seven percent of those who purchased on the Internet last year plan to buy again online in 2000. Sixty-one percent indicated they will make major purchases (over $200), and 60% said they plan to buy smaller items (under $200).

  • "Dissatisfied" shoppers (8%) cited "delivery time" as their top complaint. "Lack of customer service/human interaction" ranked a close second (25%) with dissatisfied consumers.

  • Most respondents (20%) did not list any complaints. Older shoppers (age 45+) expressed the most concern about the "inability to see/touch product," while younger shoppers (under age 45) placed greater importance on delivery time than their older counterparts.

  • "Inexperienced" online shoppers (0 to 10 purchases prior to holidays) were anxious about security issues eight times as much as "experienced" consumers (10+ purchases).





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