Mr. Chatham said that in a recent Forrester survey of 12,000 online shoppers, 40 percent said they would use more than one route to customer service.

According to a recent Forrester survey, 14 percent of leisure travelers use portals for planning and research, up from about 9 percent a year ago.

Mr. Bernoff noted that in a Forrester survey of 12- to 22-year-olds earlier this month, 68 percent said the threat of jail or fines would stop them from downloading.

But the Forrester survey indicated that in contrast with first-time buyers, the majority of repeat home computer buyers in 1999 would be men and that 65 percent of them would have attended college.

The Forrester survey also found that 22 percent of enterprises are seeing a significant increase in use of employee-owned Macs.

According to a Forrester survey last year, just 14 percent of Internet users even know what R.S.S. is, and fewer than 5 percent have used it.

According to a Forrester survey last year of people who have used the Web to search for travel-related services, 25 percent take vacations with their children.

As of January, just 15 percent of online traders were 55 or older, according to a Forrester survey.

A new Forrester survey of 95 marketers, released Friday, found that 81 percent said their online ad spending would increase if they saw research proving that such ads would increase sales.

Another Forrester survey of 1,600 US workers found that "48 percent of information workers buy whatever smartphone they want and use it for work."