To: Mike Perras who wrote (6398 ) 1/17/1999 10:58:00 PM From: waldo Read Replies (2) | Respond to of 37507
>>With the holidays now over, horror stories are emerging about packages failing to arrive on time, credit cards charged for items never purchased and inadequate customer service to handle such problems. E-commerce soared during Christmas time, as millions of new customers tried buying online for the first time. Internet research firm Jupiter Communications estimates holiday sales totaled $3.14 billion. Overall, customer satisfaction was quite high. Many people found what they wanted, easily bought it online and the item arrived on their doorstep in time for Christmas. But there were glitches that disturbed many shoppers, and analysts warn that such problems could turn some shoppers away for good. A survey of 2,300 online holiday shoppers to be released today by Jupiter found that a surprisingly small 37 percent said they would spend more next Christmas, while 58 percent said they would spend the same and 5 percent would spend less. ''You can't blow any part of your online game. You can't let your customers be disappointed,'' said Farhad Mohit, president and chief executive of Los Angeles-based Bizrate.com, an online market research firm. ''Up until now, online merchants worked to acquire customers, but now the key has to be making them repeat shoppers,'' he said. More than 270 shoppers filed complaints with the Better Business Bureau over Shopping.com, charging that the online store hasn't fulfilled orders or provided proper customer service. Of those complaints, 199 have been resolved, three are unresolved and 70 are pending. Other sites, like barnesandnoble.com, the auction house eBay (Nasdaq:EBAY - news).com and toysrus.com, shut down or slowed to a crawl due to heavy demand. Some, including macys.com, kept taking orders for inventory that was already out of stock. Research firm Bizrate.com, based on a survey of 67,000 shoppers in the fourth-quarter, found that 96 percent of those who got their merchandise on time said they will buy again online, but only 46 percent of those who encountered delivery problems said they will consider making another purchase.<<biz.yahoo.com W