Consumer confidence in the Internet has dropped four points in the fourth of 2002, compared to the fourth quarter of 2001, according to a Yahoo Inc., ACNielsen survey.
The dip occurred in part because of “heavy Internet users who expressed less confidence with the fulfillment process for online orders, relating specifically to customer service and the delivery of goods during the holiday season,” according to a statement.
Other concerns included the security of credit card information and the level of trust with how personal information is being used.
At a level of 111, the Confidence Index is well above the baseline of 100, which indicates that overall Internet confidence of the average consumer is still relatively high, according to the statement.
Consumers say they like the Internet because of the convenience, availability of price comparison and access to information.
More people intend to shop online during the second quarter of 2002. However, they are projected to spend $13.8 billion in the second quarter, slightly less than had been projected for the first quarter.
ACNielsen, on behalf of Yahoo, conducts research for the Index through computer-aided telephone interviewing with random digit dialing and utilizes a sample size audience of 1,000 adults, who may or may not be Internet users.
