Consumer Analytics

Ann Arbor, Mich. -- Survey results released Wednesday by customer experience analytics firm ForeSee found that Amazon has continued its trend of high customer service, while other online retail experiences suffered in 2011.

According to ForeSee’s annual Holiday E-Retail Satisfaction Index,
Amazon climbed two points to score 88 on the study’s 100-point scale, registering the highest score from any retailer in 14 consecutive studies.

New York City -- The IBM Benchmark Report, released Tuesday, showed continued strength for online retailers.

According to the report, which provided a snapshot of online retail data for December 25 and December 26 as of 12 pm PST, Christmas Day online sales grew by 16.4% year-over-year. And 18.3% of all online sessions on a retailer’s site were initiated from a mobile device, up from 8.4% on Christmas Day 2010 — an increase of 117.8%.

Other report highlights included:

Increasing shopper traffic in stores was a challenge for Walmart throughout 2011, but it was a different story online. The retailer surged to number 18 on the November ranking of the top 50 U.S. Internet properties compiled by online measurement firm comScore.

Walmart.com registered 58.5 million unique visitors in November, a big lift sequentially from October when it had 45.2 million visitors and, more impressively, well above November 2010 when comScore showed Walmart.com with 51.8 million visitors.

San Luis Obispo, Calif. -- An e-commerce solution for branded manufacturers on Friday released a new forecast on how retail shopping will be influenced by the Internet, in addition to mobile and social networking.

NEW YORK — U.S. consumer confidence rose more than forecast in December, to a six-month high, amid declining unemployment and lower gas prices.  The Thomson Reuters/University of Michigan consumer sentiment index climbed to 69.9 from 64.1 at the end of November.   The metric averaged 89 points in the five years leading up to the recession.

By Craig Johnson

Despite being only the penultimate Saturday before Christmas, 2011’s “Super Saturday” December 17 broke the all-time record for holiday spending, with an estimated $26 billion in total retail sales, according to retail consultancy Customer Growth Partners. The total was just shy of the record $27 billion spent on Black Friday.

Chicago -- A report released Wednesday by ShopperTrak found that holiday shoppers boosted sales 21.7% over the previous week and 1.3% over the same week last year.

According to ShopperTrak, sales increases during the week ending Dec. 17 made this December on pace to have higher retail sales than last year. Month-to-date figures are up 0.5% over December 2010.

Atlanta -- The SpendTrend report released Wednesday by First Data Corp., which tracks same-store consumer spending by credit, signature debit, PIN debit, EBT cards and checks at U.S. merchant locations, showed that card spending growth has remained solid through mid December.

Washington, D.C. -- A study released Wednesday by the National Cyber Security Alliance and McAfee revealed a false sense of cyber security for mobile users.

The survey, conducted by Zogby International, found that 72% of Americans have never installed data protection applications or security software on their smartphones in order to protect against data loss or against viruses and malware.

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