Customer Satisfaction: Free Shipping vs. Profit Dipping

Online retailers that have survived the dot-com heyday are stronger for it, but can they keep up with online consumer demands like free shipping? Senior Analyst Ross Rubin analyzes the latest consumer surveys and e-retail trends.

Online retailers have employed a number of different features to incentivize purchases online, but according to the CEA’s eBrain research division, results can vary widely. Not surprisingly, features that speak directly to consumers’ bottom line top the list, followed by two features that result in greater peace of mind—order tracking and privacy policies.

Bron: Emarketer 28 maart 2003