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Nielsen Netratings: Holiday Season Shopping Survey - Top Online Shopping Destinations

December 19, 2007
Nielsen Online, a service of The Nielsen Company, reported today that a large majority of online shoppers, 82 percent, reported being very satisfied or somewhat satisfied with the customer support available during their online holiday shopping experience this year. Among the 46 percent of respondents who had posted or planned to post reviews about their online shopping experience, 88 percent said those reviews either were, or would be positive. This high level of satisfaction resulted in nearly half of online shoppers, 46 percent, doing the majority of their holiday shopping online so far this year.

”The holiday season has always been important to retailers because it generates a material percentage of the year’s sales,” said Ken Cassar, vice president, industry solutions analytics, Nielsen Online. “But the season also sets the stage for the upcoming year. Negative customer experiences can hamper growth significantly, especially in this age of Consumer-Generated media. Online retailers should be thrilled that, regardless of whether or not sales meet expectations, this holiday season will provide a solid foundation for 2008 from a customer service perspective.

A number of online shopping destinations clearly impressed shoppers, and the top 10 ranked by customer satisfaction earned “Very Satisfied” ratings from more than 80 percent of respondents.

Customer Satisfaction among Top Online Shopping Destinations