Consumer Attitudes & Behavior

New York – If you were looking for quality call center service from an online retailer during Black Friday or Cyber Monday, then you wanted to shop at L.L. Bean. According to data from analysis firm StellaService, L.L. Bean led in customer service call response time on Black Friday (10 seconds), Cyber Monday (six seconds) and Cyber Weekend (nine seconds).

L.L. Bean actually improved its call center response time compared to its month-to-date average. Other notable findings included:

San Jose, Calif. - Total online sales for Cyber Monday came in at $2.65 billion, up 16% compared to 2013. According to data from Adobe Systems, the top 25 retailers, who each generated $30 million or more on Cyber Monday, saw online sales increase by 25%, capturing nearly $1.8 billion.
Smaller retailers, those generating $2 million or less, grew sales by 5%. Consumers saw the highest discounts of 23% in the early morning hours and more than half (54%) of online sales occurred outside of normal working hours.

San Francisco - Most consumers do not feel safe when shopping online and many are shying away from their favorite retailers as a result. According to the ‘Trust in the Internet’ survey of 10,000 U.S. and U.K. consumers from NCC Group and IDG, nearly eight out of 10 people (77%) do not feel very safe when shopping online and, with the holidays just a few weeks away, nearly a quarter reveal they are doing less online due to security concerns (23%).

New York – Cyber Monday lived up to the reputation of the gloomy start of the work week, with Internet traffic attributed to online consumer retail shopping activities decreasing 25 points from the prior day. According to the Verizon Retail Index, year-over-year, Cyber Monday’s results were down six points compared to Cyber Monday in 2013.

Portland, Ore. – Consumers have trust in well-known brands online, possibly to the detriment of themselves and their employers and to and the benefit of cybercriminals. According to a new survey of 2,011 U.S. and U.K. consumers from security solutions provider Tripwire, more than 40% of consumers believe emails from “trusted brands” are safe to click, and nearly a quarter (24%) anticipate doing at least part of their holiday shopping while at work.

Survey findings include:

New York – Black Friday was a more social event than Cyber Monday, with 3.5 million tweets and 838 million impressions compared to 839,000 tweets and 309 million impressions. According to a study from StatSocial, women were more likely than men to socially comment on both events, accounting for 59% of

Black Friday comments and 63% of Cyber Monday comments.

Arlington, Va. - An estimated 51.2 million American adults (45% of all shoppers) bought or planned to buy consumer technology products during the 2014 Thanksgiving shopping weekend. According to a new survey released by the Consumer Electronics Association (CEA), while overall shopping traffic was down slightly this holiday weekend compared to the prior year, several areas saw notable growth, including reported spending per person and tech purchases.