Stats on online & email customer service (retail)

If anyone can point me to some good, recent stats about online customer service (from retailers), I need this today for some marketing copywriting I am doing for a client. Any stats used will of course be fully attributed. The sort of thing I'm after includes:

* stats about expected online sales in 2004, esp over Christmas, to show how this is growing

* stats about the volumes of customer queries and complaints that now come in over email, compared with by phone and via other media

* stats which indicate how well or badly these are being handled generally

* stats about the growth in use of Web self-service for answering common queries and what impact this is having

* details of customers' growing and changing expectations in this whole area

Any useful Web links would be welcome. Today only (Fri 2nd July).

Please email me at sue.norris@wanadoo.fr

Thanks in advance,

Sue Norris

Freelance journalist & copywriter, IT and general business