retail news in context, analysis with attitude

There is a new study of consumer satisfaction with the online holiday shopping experience out from ForeSee Results, and the results look positive for e-tailers.

According to the report, “Customers’ ratings of site performance this year (81.7 on the study’s 100-point scale) are nearly two points higher than they were in 2009 and at their highest point since the holiday shopping season began in earnest.” The study looked at site performance, navigation, price, and product browsing as core values in the online shopping experience.

“It’s great to see that retailers are getting on top of the performance issues that typically plague them during the holiday season because of the increased traffic,” said Kevin Ertell, vice president of retail strategy at ForeSee Results. “Although priorities are going to differ from retailer to retailer, adequate site performance is becoming a very basic expectation of online shoppers.”
KC's View:
Go figure. Consumers expect competence at a bare minimum.