For years Internet merchants have poured millions of dollars into new technologies to make their sites easier to use. So why aren’t online customers happier
Customer satisfaction levels have remained almost fiat through the last several years. The problem, according to Larry Freed, chief executive of a consulting and research firm called ForeSee Results, is not so much that consumers have ignored the many improvements made in recent years. Rather, be said, they still expect more from Internet shopping than it has delivered.
"If we walk into a local store, we don’t expect that experience to be better than it was a couple years ago," Mr. Freed said. "But we expect sites to be better. The bar goes up every year." In ForeSee’s latest survey, released last month, just five e-commerce sites registered scores higher than 80 out of 100, and no site scored higher than 85. It was much the same story a year ago, when just five scored hig
A. consumers often failed to see the efforts made by Internet shops
B. customers’ expectations exceed what the Internet shops are offering
C. consumer cognitive levels do not rise as easily as sellers believe
D. customers expect Internet merchants to invest even more heavily
我来回答:
