Online shopping may be an impersonal experience, but e-shoppers still expect good customer service, and they have no qualms about bad-mouthing online retailers that don't
make the grade. These were the findings in a recent survey conducted by Data Development Corp. and DIRECTV. Of the 1,147 Internet "veterans" interviewed in the study, 95 percent
said they "tell other people" about bad customer service experiences, and 68 percent said that even "one bad experience with a company," would make them want to stop using that
company. Interestingly, 57 percent of respondents said they preferred solving problems using a Web site, as opposed to the telephone.
(562/901-0064, http://www.datadc.com)