American consumers’ satisfaction with the quality of goods and services in the retail, finance and e-commerce sectors rose during the fourth quarter of 2001, ending a slide that began in late 2000, according to the American Customer Satisfaction Index (ACSI).…
Companies in the United States and Britain are the most likely to incorporate the Internet into activities such as CRM, marketing, order fulfillment and sales, according to a study by Taylor Nelson Sofres. More than 90 percent of companies in…
A close examination of the online behavior of auto shoppers by Forrester Research found that the $1 billion that automakers, dealers and independent auto sites spend in an effort to convert browsers to buyers may be missing the mark. Forrester…
A survey of IT executives and human resource managers found that most IT companies believe employee compensation should be tied to specific customer satisfaction and loyalty criteria, and companies are driving toward linking compensation to such parameters. Nearly 93 percent…
Holiday spending was down in 2001, according to DoubleClick’s Holiday Shopping study, but consumers did manage to leverage multiple channels when making their purchasing decisions. Multichannel shoppers, defined as those who browse or purchase through more than one channel (retail…
Answerthink’s annual holiday shopping study found that online retailers are doing a better job of giving consumers a consistent shopping experience whether online or offline, but there’s plenty of other areas that can use some improvement. Ninety-three percent of the…
The percentage of online shoppers that made an e-commerce purchase during the holiday season fell from 74 percent in 2000 to 70 percent in 2001, a survey by Retail Forward found. But when it came to shoppers who were using…
The number of Internet users in Britain has held steady over the last six months, according to Forrester Research, but the impact Internet use has had on purchasing behavior has grown. Forrester’s U.K. Internet User Monitor survey found that 22.5…
Investment in customer relationship management technologies by retail financial institutions will drive healthy growth of these tools through 2005, according to research from TowerGroup. North American financial institutions will take a front seat in spending on CRM-related information technology, driving…
More small businesses are relying on the Internet, especially for customer service and communications, according to a survey by Verizon. Of the small businesses surveyed for Verizon SuperPages.com’s Third Annual Small Business Internet Survey, 37 percent report having a Web…