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Which Online Retailers Have the Most Satisfied Customers?

Time to review the “2012 Harris Poll Shopper Satisfaction Study of Online Retailers: A Look at The Online Shopping Landscape.”

Note for 2013: can you call start using shorter titles on your reports?

This one asked customers to rate 14 top online retailers in regard to the selection of products, ease of shopping, perceived value and likelihood to recommend, and overall satisfaction.

Coming out on top was Amazon with 82 out of 100. They got their highest marks for product selection, which isn’t a surprise. Ease of shopping scored slightly higher than price, which is interesting. Consumers said they’d recommend Amazon to others and gave it an overall score of 5.9 out of 7.

Cyber Monday Stats: Online Sales up 30 Percent with a Big Boost From Mobile

Yesterday, Frank gave you the skinny on Black Friday sales as detailed by IBM. Today, I’m here to give you the same on Cyber Monday.

Let’s start with the basics. Online sales were up 30.3% over last year. That’s very good news and here’s the breakdown.

Couple of interesting points here. Customers bought more items per order this year but had a lower Average Order Value than in 2011. That says people are working to get more for less. What’s hard to see is how 2012 ended up with higher sales overall when the average order was less. I’m guessing that means more individual people bought online on Cyber Monday than last year.

Survey Says Shoppers Will Showroom on Black Friday but Buy on Cyber Monday

Black Friday’s loss will be Cyber Monday’s gain. According to CouponCabin, 47% of Cyber Monday shoppers said they’ll spend more money online than they will in-stores for the rest of the holiday season.

29% said they’ll be doing their online shopping using a smartphone or tablet.

The bad news for brick stores is that 42% of smartphone owners plan to scope out gift items on Black Friday but they won’t be spending their cash. Instead, they’ll buy those same items online at a Cyber Monday discount.

How much cash?

$1-$100 – 39 percent
$101-$500 – 54 percent
$501 – $10,000 – 6 percent

Jackie Warrick, President and Chief Savings Officer at CouponCabin.com says,

Twitter Says Tweets Influence Online Shopping

In that rare bit of breathing space between back-to-school and holiday shopping, Twitter hired Compete to test the effectiveness of retail Tweets.

Their results were extremely positive and I believe them, but it’s my duty to remind you that Twitter paid for the survey, so make of that what you will.

To conduct the survey, they “observed” 2,600 US web surfers. Once group was exposed to Tweets from 700 retailers (wow!) including Amazon, Nike, and Walmart on Twitter.com. They compared those responses to two control groups (we are controlling the horizontal, we are controlling the vertical); one made up of people on Twitter.com who didn’t see any retail Tweets (how did they manage that!), and one group of general internet browsers.

And So It Begins: Sears Botches Their Early Black Friday Sale

The Black Friday craziness has begun and we have our first casualty – Sears.

Hoping to do something nice for their “Shop Your Way” members, they had a pre-pre-pre Black Friday sale on Sunday night.

According to BFAds.net, Sears was selling a 32″ HDTV for only $97. Buy online and pick up at your store. Wow.

Things started to go wrong immediately thanks to poor coding of the website’s countdown clock. Instead of counting down to 5 pm Central time, it adjusted based on each shopper’s time zone, so unless you happen to live in the Central Time Zone, you had the wrong start time on your computer.

New Study Details States That Like to Browse Vs. States That Like to Buy

In real estate, location is everything and according to a new survey by Monetate, it’s pretty important in ecommerce, too.

The EQ3 2012 edition of the Ecommerce Quarterly has some pretty interesting information about how people from different states shop online. Get this, of the top five states that drive the most ecommerce traffic, none of them have the highest conversions. What’s that all about?

The Browsers:

My fellow Californians are responsible for the largest amount of ecommerce traffic on the net. What does that say about us? That we dream big? We love to shop? We have a lot of spare time on our hands?

Folks in Wyoming are barely shopping online at all. Maybe they’re too outdoorsy to spend time looking for new DVD releases on Amazon.

Who Supports Small Business? Survey Says Facebook, Not Etsy

There’s not usually a long line at the window where you leave compliments for Facebook, but in a recent survey by Manta, they did alright.

Manta asked 1,087 small business owners which online marketplaces offered them the most support. Facebook came out on top with 29% of the vote. Granted, that’s not a huge slice but the fact that anybody thought Facebook was supportive of small businesses is pretty amazing.

What’s more amazing is the site that landed on the bottom – Etsy. This site is made up entirely of artists, crafters and vintage dealers, many of which are one-man operations. But 47% of those surveyed said they thought the site was the least supportive of small business owners. Ouch.

You know who else landed on the bottom? eBay, Amazon and Groupon!