NOP reports Christmas Conversions to Net Shopping

More evidence of the ever-improving state of online sales is emerging. Some 5.4 million GB adults made Net purchases during the month to Christmas 2001. As such, NOP's latest Internet User Profile figures point to a 12 percent year-on-year increase.

More importantly, this recent surge in online sales seems to have been accompanied by a general rise in quality of service. NOP found that nine out of customers report clear satisfaction levels with their orders and receipt of goods.

NOP suggests that happy Xmas shopping experiences are probably helping to drive loyalty to e-commerce. Of those filling their online shopping baskets in December, 3 out of 4 respondents claim they will definitely shop online again in the future. This compares favourably to the less than two-thirds of shoppers found to be willing a year earlier.

Simon Cheshire, associate director at NOP World, commented 'After all the bad press that resulted from the dot.com bubble burst, the survey brings good news to the industry. More users are embracing the Internet as a shopping channel, and their positive experiences with the medium will drive repeat business. This will help other online retailers to follow the likes of Amazon and move into profitability.'

He concluded, 'Online retailers are also starting to get their customer relationship management strategies right. NOP data shows that 73% of those who e-mailed a company to make a complaint were satisfied with the response received, which is a step in the right direction.'

NOP screened 30,000 adults aged 15+ in Great Britain for Internet usage in November 2001. From this, NOP then interviewed 1,600 Internet users in December 2001.

All articles 2006-22 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.

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