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Online Retailers Get a ‘B’ Grade in Customer Experience from Holiday Shoppers, According to Baynote Survey

SAN JOSE, Calif. Jan. 20, 2011 Baynote Baynote Holiday Online Shopping Experience Survey

Overall, 55 percent of consumers rated their online shopping experience as "good," equivalent to a "B" grade. Twenty-three percent said they had an excellent experience and 17.6 percent said it was just average. Compared to last year, 51 percent of shoppers said their experience was the same compared to 46 percent who said it improved.

Carlos Carvajal

Additional findings across the key categories the study explored include:

Retargeting and Privacy:

  • Shoppers Unwilling to Disclose Personal Information for More Personalization:
  • Retargeting Widespread but Damaging Brand Equity:

Offers and Promotions:

  • On-Site Promotions Heavily Influenced Retail Sales:
  • Promotions Can Be More Relevant:
  • Non-Traditional Promotions Showing Promise:

Mobile and Social Media:

  • Mobile Purchasing Showing Promise
  • Few Shoppers Shared Their Purchases Through Social Media:

Product Merchandising:

  • Holiday Shoppers Struggle to Find What They’re Looking For:
  • On-site Product Recommendations Drove Additional Purchases:
  • Poor Search Results Leading to Site Abandonment:

About Baynote

San Jose, Calif. Germany


December 28, 2010

SOURCE Baynote

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