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Chapter 7. Winning Webstores > The Envelope Please

The Envelope Please

In the customer evaluations, there were a variety of reasons for shopper task failure. Even when shoppers were successful, the experience on most websites left them feeling frustrated.

At the end of each test, we asked customers to rate their overall satisfaction with the websites. We also asked them whether or not they would be inclined to purchase from the online store based on their experience.


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