Cyber Monday study shows strong growth but customer satisfaction lags
Posted by Rachel Fielding in Customer experience, Technology on Fri, 02/12/2011 - 01:06
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Online sales may be booming but it is not being mirrored with increases in customer satisfaction with the online buying experience.
In fact, satisfaction with online shopping over the holiday weekend and on Cyber Monday was at its lowest point in five years, according to a new study from customer experience analytics firm ForeSee.
Compared to last year online commerce was up 26% on Black Friday and 22% on Cyber Monday, according to data from Comscore. At the same time, the National Retail Federation reports that sales over the four-day holiday weekend increased 16 per cent over last year.
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