Customer Satisfaction Drives Online Shopping

NEW YORK — While holiday shopping historically takes off around Thanksgiving weekend, Web surfers have started earlier this year driven in part by an abbreviated shopping season, according to the first installment of the 2002 eSpending report.

The report from Goldman Sachs & Company, Harris Interactive and Nielsen/NetRatings showed that the average online shopper spent nearly $72 per person during the week ending Nov. 15, a 28 percent boost over the same time a year ago. The increase in spending was partly a result of greater customer satisfaction: 22 percent of 770 online shoppers surveyed rated their e-commerce experience better than last year’s.

“Boosted by higher customer satisfaction rates and a shorter shopping season, early indications show shoppers are spending more and earlier this year,” said Lori Iventosch-James, director of e-commerce research at Harris Interactive. “With Thanksgiving scheduled one week later and Hanukkah beginning much sooner this year, consumers are battling against time and are taking advantage of special sales and promotions.”