Yankelovich Partners Inc., Norwalk, CT, has debuted the first edition of Monitor eTrends, the marketing consulting firm's series of reports that will try to explain the explosion of e-commerce.
The first study focuses on customer service on the Web. The report includes results from 1,100 online surveys and 570 phone interviews with people older than 16.
According to a prepared release, the report found “higher than expected gaps in customer satisfaction in terms of privacy protection, timely delivery and ease of finding information.”
Monitor eTrends also found that only two-thirds of the people interviewed were dissatisfied with their consumer privacy online or offline. In a similar result, 90 percent of those questioned said consumer privacy was of high importance.
Information on how to obtain the report can be found at www.yankelovich.com. The cost of the study or the series was not available.