By Polly Raymond, 27 March 2000 15:53
NEWS E-retailers may never make it to the mainstream, according to a report from Verdict Research.
Verdict found that customer service processes at online retailers are well below acceptable standards, with the majority of Internet shoppers dissatisfied with online service, goods delivery and processing of returns.
The criticism may put a dent in the findings of the Centre for Economics and Business Research, which today revealed that ecommerce activity will boost the UK's GDP by 0.6 per cent per year over the next 20 years. At the moment, ecommerce accounts for only 0.1 per cent per year.
But Jupiter Communications is predicting a change in the market that may improve the customer service situation. The Internet research company says the UK's ecommerce winners will be mainly mainstream companies adapting to Internet trading.
Early online trading over the past year has been dominated by the online-only upstarts. Currently the dot-com sector commands 51 per cent of the online retail, but Jupiter says that traditional retailers will erode this lead using existing supplier networks and customer bases.
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