Cyber Monday Sales Up, Customer Satisfaction Down

Cyber Monday saw $846 million in online spending, according to a survey by ComScore, a company that monitors online purchasing behavior.

While that’s up 15% compared to last year, the jump wasn’t as big as it was in 2007, when Cyber Monday increased 21% over 2006. Still, ComScore says Dec. 1 was its second-heaviest recorded day for online shopping.

But customers say their overall experience did not match that of last year, according to another study by ForeSee Results.

Cyber Monday customer satisfaction this year down almost 1% from 2007, recording a score of 75.9 in 2008 vs. 76.6 in 2007 on the study’s 100-point scale. (Oddly, survey participants said their shopping experience was better on Dec. 1 than at any time in November.)

ForeSee collected data from more than 270,000 visitors to over 80 online retailers between Nov. 28 and Cyber Monday. Consumers shopped such merchants as Ace Hardware, Best Buy, Newegg.com, Borders, Finish Line, NFL, Eastern Mountain Sports, Sears, Chico’s and Danskin.

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