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Update on E-Commerce Holiday Shopping.
E-commerce will represent the fastest-growing retail sector this holiday season, according to a new Retail Forward study.
The global management consulting and market research firm projects e-commerce sales will grow 27 percent in the fourth quarter, with holiday sales totaling $27.3 billion, according to Retail Forward's monthly ShopperScape consumer survey. Factors driving the sales growth include a robust job market, income gains and lower prices in key online categories like electronics and apparel.
But despite improvements in the online shopping experience in recent years, Retail Forward reports that two-thirds of online shoppers say they've had frustrating online shopping experiences in the past six months. According to Retail Forward's recent E-Retailing Shopper Update, the most frustrating online shopping experiences involve pop-up ads or forms, slow-loading pages and being forced to register in order to make a purchase.
The survey finds that only 11 percent of shoppers complain to the company when frustrated with a site, although they will complain to friends, family members or co-workers.
