For this question, users were asked to rate their satisfaction of delivery, support services, and quality of different types of vendors.
Higher scores indicate increased satisfaction.
This is closely followed by catalog mail order and online mail order with very little difference between the two. These three types of vendors scored between 3.5 and 4.0 on a five-point scale for all three characteristics. Users anticipate consulting the same sources for purchasing information in the next six months that they used in the previous six months. The slow trend toward increased spending on the web shown by this and other surveys should be encouraging to web vendors, but it should be interpreted with caution. For all categories of spending, respondents predict that they will spend less in the next six months than they have in the previous six months.