I believe the expectations of the user sometimes dictate either satisfaction or dissatisfaction with a particular site.

The expectations are very high. The standards were set long before I was born.

The consistently high level of satisfaction each year increases the future expectations for online sales. More consumers are taking advantage of the benefits of e-commerce to avoid holiday crowds and purchase competitively priced gifts. Many of the free shipping promotions help level the playing field among the sales channels, which elevates satisfaction amongst online shoppers.

Keeping shoppers happy while they are on the site is just one piece of the satisfaction equation. A bad experience with fulfillment or customer service could outweigh a positive experience on the site.

Going forward, we would expect to see satisfaction trend back upward now that the holiday rush is over.

During this critical stage in the holiday shopping season, online retailers face huge challenges to maintaining high satisfaction. Those who aren't able to meet customer expectations online during the last week or two of the holiday shopping season risk the long-term impact of lessened customer loyalty during the weeks and quarters to come.