Research

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Spot98.net Customer Service

Spot98 conducted a study to determine the impact of the rapid growth of internet shopping users relating to crafts. The purpose was to undestand how to better Service clients that buy online.

Results from 2,000 Transactions:

1. 8% of buyers from the USA believe the USA is outside of North America.
2. 3% of buyers were not aware that FAX orders are a potential fraud risk for merchants.
3. 9% of buyers refused to use Processors like Paypal and would rather provide CC info by phone.
4. 28% of buyers were not aware of shipping delays, across borders, customs, holidays and other.
5. 2% of buyers were abusive towards customer service.
6. 86% of buyers do not read the terms and conditions of sale, policy and shipping information.
7. 2% of buyers contact email addresses did not work.
8. 1% of buyers file false claims with CC banks.
9. 1 Only used blackmail tactics by threat to report the company to places like my3cents.com.

1. Terms and Conditions of Sales, Policy and Shipping information needs to be up front on merchant sites. Perhaps a must read before purchase/checkout.
2. Payment Processors like Paypal need to help ensure that buyer's email addresses work and other information is up to date and current.