GVU's Eighth WWW User Survey Vendor Graphs

Vendor Characteristics


On the whole, how well do each of the following statements characterize your opinion of commercial vendors on the Web compared to other, more traditional vendors?

Returns and refunds are easier with WWW vendors
WWW vendors offer more useful information about the choices available
It is easier to place orders with WWW vendors
It is easier to cancel orders placed with WWW vendors
WWW vendors are more reliable
WWW vendors have simpler payment procedures
WWW vendors provide better customer service and after-sales support
It is safer to use credit cards when making purchases from WWW vendors
WWW vendors deliver orders/services in a more timely manner
WWW vendors offer better prices
It is easier to contact WWW vendors

Now, please indicate how IMPORTANT each of the following features is to you personally, when shopping, or considering shopping, on the Web

Variety of choices
Easy handling of returns or refunds
Quality of information about purchase choices
Ease of placing orders
Ease of canceling orders
Internet vendor's reliability
Easy payment procedures
Customer service and after-sales support
Security of sensitive information
Getting orders/services in a timely manner
Lowest price
Satisfaction with being on the cutting edge
Ease of contacting the vendor

For more information or to submit comments:
send e-mail to www-survey@cc.gatech.edu.

GVU's WWW Surveying Team
Graphics, Visualization, & Usability Center
College of Computing
Georgia Institute of Technology
Atlanta, GA 30332-0280