September 2002 - Ten Things Consumers Love About the Internet (And Ten Things They Hate)

Valentine Radford, a Kansas City-based communications agency, presented the latest findings of their in-depth study of online consumer attitudes and behaviors. Called "iCustomer Observer", the study delivers a benchmark for understanding consumer Internet usage and customer satisfaction.

At this session, we learned about everything from online consumer purchasing attitudes to product quality to comparisons between traditional retail, catalog and online retail experiences. Among other findings were consumers' attitudes toward email, pricing and coupon usage.

The study is fielded quarterly to 25,000 U.S. Internet users, with approximately 18,000 Internet shoppers participating to date. The study has 150 questions and a margin of error of three percent, and is comparable to the Gallup and Harris polls.

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