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Internet Consumers' Top Help & Customer Service Options

                                  TABLE 3 NTRS
                                 ONLINE SHOPPING
                            - DESIRABLE HELP OPTIONS -
                % who consider help option to be "Very Desirable"
                              or "Somewhat Desirable"

                                                      Gender

                                       Total          Female           Male
    Base: All consumers:              (1000)           (520)          (480)
                                         %                %             %
    Calling a customer service
     representative on the telephone     84              84            85

    Having a live online chat with
     a customer service representative   75              74            77

    Accessing automated help
     information and features that
     are built into the web site         74              75            74

    Making a phone call to a
     customer service representative
     over the Internet                   70              69            71

    Sending an e-mail to a customer
     service representative and
     waiting for a reply                 64              66            62

    Reading frequently asked
     questions that are posted
     on the web site                     62              64            60


                                     TABLE 3
                                 ONLINE SHOPPING
                            - DESIRABLE HELP OPTIONS -
                % who consider help option to be "Very Desirable"
                             or "Somewhat Desirable"
                                   (continued)

                                                Age

                    18-29          30-39        40-49       50-64         65+
    Base:
     All consumers: (227)          (199)        (233)       (228)        (75)
                       %             %            %            %           %
    Calling a customer
     service
     representative
     on the telephone  88           86           84           86          72

    Having a live
     online chat with
     a customer service
     representative    77           76           80           72           7

    Accessing
     automated help
     information and
     features that
     are built into
     the web site      80           77           79           73          52

    Making a phone
     call to a
     customer service
     representative
     over the Internet 70           78           75           64          57

    Sending an e-mail
     to a customer
     service
     representative
     and waiting for
     a reply           61           65           68           64          59

    Reading frequently
     asked questions
     that are posted
     on the web site   67           64           68           59          47

 

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Article by Melody Treece Vargas

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