LoyaltyOne consumer research shows customer service problems experienced on Cyber Monday could lead to significant in-store sales losses. In LoyaltyOne’s October 2015 survey of more than 1,000 U.S. consumers, nearly half said they would be reluctant to make an in-store Christmas purchase from a retailer with whom they had an unhappy online experience. Other findings show drone delivery of holiday gifts is slow to take off with only 22 percent saying they would select that option; however, 69 percent said that if a retailer couldn’t guarantee the delivery date of an online purchase, they’d cancel the order and go to an online competitor.

See further research results.