FastSaying

We saw the same trends in lowered satisfaction and key behaviors tied to loyalty last year. However, last year's drops were far more significant. This year, online retailers did a better job managing customer expectations as the holiday shopping deadlines approached. In return, retailers will be rewarded with higher loyalty long after the holiday season comes to a close.

Related Quotes

Keeping shoppers happy while they are on the site is just one piece of the satisfaction equation. A bad experience with fulfillment or customer service could outweigh a positive experience on the site.
— Larry Freed
ExperienceSatisfaction
Going forward, we would expect to see satisfaction trend back upward now that the holiday rush is over.
— Larry Freed
HolidaySatisfaction
During this critical stage in the holiday shopping season, online retailers face huge challenges to maintaining high satisfaction. Those who aren't able to meet customer expectations online during the last week or two of the holiday shopping season risk the long-term impact of lessened customer loyalty during the weeks and quarters to come.
— Larry Freed
HolidaySatisfaction
The downward trend is due to consumers' increased expectations during the holiday season, a much larger influx of infrequent visitors that may not know how to navigate a site and shipping costs, and the unavailability of prominent items like the Xbox 360 due to low inventory.
— Larry Freed
ExpectationsHoliday
We're already seeing that shoppers are more likely to return to the site than they were last week and more likely to purchase offline. This is a positive sign for retailers.
— Larry Freed