Research Topic

Fort Lauderdale, Fla. -- A survey released Monday by Spherion Staffing Services said that when consumers have a positive customer service experience, they are more likely than ever before to share their opinions than in previous years, especially via social media, online review sites, and with the company itself.

Reston, Va. -- Following recent e-commerce trends released by comScore, online spending continues to grow at a consistent 15% rate. As reported earlier, holiday e-commerce spending rose 15% year-over-year to $26.8 billion for the first 42 days of the shopping season, through Dec. 12.

And on Sunday, comScore released its latest findings, that online sales surpassed $1 billion on four days during the work week of December 12-16, a 15% increase over the same period last year.

There’s nothing wrong with most of the consumer electronics items that get returned to stores, according to new research by Accenture. A study by the firm found that defects only account for about 5% of the returns and the rest of the time buyers’ remorse (27%) or a perceived flaw (68%) results in the item being returned.

WASHINGTON — AAA forecasts 91.9 million Americans will travel 50 miles or more from home during the 2011-2012 year-end holiday travel season, a 1.4% increase over the 90.7 million people who traveled one year ago, the travel organization announced earlier this week. This year’s expected year-end holiday travel volume is the second-highest in the past decade and represents 30% of the total U.S. population.

SEATTLE — E-readers continue to be a popular gift choice this holiday season, with Amazon.com reporting that for the third week in a row, customers are purchasing more than one million Kindle devices per week. Among its Kindle offerings, the latest, Kindle Fire, remains the most sought-after product on Amazon.com. since it was introduced 11 weeks ago.

Montreal -- A survey released Friday by e-commerce visitor feedback analytics firm iPerceptions found that, despite online retail sales being up, online retailers are missing out on revenue opportunities.

Third quarter 2011 Retail Ecommerce industry report showed that, while U.S. retail sales estimates show online retail spending rose 13% year-over-year to $36.3 billion for the quarter, task completion fell significantly for visitors at nearly every stage of the retail purchase cycle.

WASHINGTON — The National Retail Federation is putting its faith in the holidays by upgrading its spending forecast for the season.

After initially anticipating sales growth of 2.8%, the NRF said it now expects holiday sales to rise 3.8% to $469.1 billion. The projection may be lower than the 5.2% increase the retail industry saw last year, but the group said a number of factors, such as strong year-over-year sales and the fact that not all consumers have completed their holiday shopping lists, could provide the industry with a great gift after all.

WASHINGTON, D.C. -- The National Retail Federation said Thursday that it has upwardly revised its holiday forecast, now expecting holiday sales to rise 3.8% this year to a record $469.1 billion. 

NRF’s initial forecast, announced on October 6, called for anticipated sales growth of 2.8%. While a 3.8% sales increase is considerably above the 10-year average sales increase of 2.6%, it is still lower than the 5.2% increase the retail industry saw last year, said NRF.

RESTON, Va. -- Data released Wednesday by comScore showed that holiday season retail e-commerce spending for the first 42 days of the 2011 holiday season is up 15% year-over-year. Through “Green Monday,” Dec. 12, $26.8 billion has been spent online.

The most recent week (week ending Dec. 11) reached a record $6.1 billion in spending, in line with the season-to-date’s 15% growth rate, according to the report.    

CHICAGO — A new report by ShopperTrak found that sales continue to rise despite flat year-over-year figures.

Sales for the week ended Dec. 10 rose 10.6% above the prior week, while year-over-year sales saw a decline of 1.9%. The drop, which followed a 0.2% year-over-year increase during the week ended Dec. 3, is not an indication that holiday sales will be dismal this year; the firm suggested that it may have been caused by the shifting dates of Hanukkah — moving from Dec. 1 in 2010 to Dec. 20 this year.