Preliminary results show that US on-line spending grew 15%
year-over-year, with consumers reporting that 13% of their holiday
shopping budget was spent on-line. By comparison, during the 2000
holiday season, Americans spent more than $12 billion on-line.
On-line spending in December 2001 increased 41% as compared to
November 2001.
"On-line holiday spending continued its growth, despite
pressures from the slowing US economy. However, the 15% increase is
more modest than the higher gains experienced in seasons past,"
said Lori Iventosch-James, director of e-commerce research at
Harris Interactive.
Holiday spending during the last two weeks in November and the
first two weeks in December comprised 65% of the season's total, at
more than $9 billion in revenue. Spending peaked during the first
week of December, as more than one in five internet users made a
purchase on-line.
Overall customer satisfaction rose during the holiday season, as
86% of on-line shoppers surveyed cited that they were satisfied
with their experience. Of those surveyed, 24% said that they had a
better experience shopping on the Web this season compared to last
year.
"While 1999 was nearly a disaster for customer service on-line,
most major problems had been addressed in 2000. With 15% spending
growth this year, e-tailers were well prepared and able to deliver
a consistent or even improved level of service in 2001," said Sean
Kaldor, vice president of analytical services, NetRatings. "The
future of e-tailing will depend heavily upon how well merchants are
able to maintain this consistent satisfaction level despite varying
levels of spending growth and in the face of increasing demands for
profit."
According to the companies behind the survey, the results have a
precision rate of +/- 4.4%.
