More Online Shoppers Are Less Satisfied

During the past year, consumers have grown more dissatisfied with the service they’re receiving from online stores, according to the June Online Multichannel Survey from Decision Direct Research, a division of list services firm Millard Group.

For instance, only 63% of the more than 50,000 online shoppers surveyed in may 2005 rated the sites they visited “excellent” in regards to timely e-mail notification of order status, down from 65% in January 2004. Yet 79% of respondents said that such notification was “very important” to them. Likewise, only 49% of respondents this year’s respondents gave sites an excellent rating regarding merchandise being in stock, down from 53%.

Respondents were also disappointed in their ability—or lack thereof—to zoom in on a product shot for a closer look. Whereas 71% deemed the feature very important, only 44% were satisfied with the availability of the zoom function on the sites they visited.

Regarding whether the item they received matched the online description, just half gave that attribute an excellent rating. A scant 40% rated the ability to quickly find the products they wanted as excellent.

Multichannel merchants have improved some aspects of their business, however. Regarding the ease of returning merchandise, 46% rated it excellent, up from 42% last year.

Among respondents, a print catalog was more likely to drive traffic to a Website than an e-mail. Forty percent said they were “very likely” to visit a Website after receiving a catalog, compared with 35% in response to an e-mail.

Partner Content

Hincapie Sportswear Finds Omnichannel Success in the Cloud - Netsuite
For more and more companies, a cloud-based unified data solution is the way to make this happen. Custom cycling apparel maker Hincapie Sportswear has leveraged this capability to gain greater visibility into revenue streams, turning opportunities into sales more quickly while gaining overall operating efficiency. Download this ecommerce special report from Multichannel Merchant to more.
The Gift of Wow: Preparing your store for the holiday season - Netsuite
Being prepared for the holiday rush used to mean stocking shelves and making sure your associates were ready for the long hours. But the digital revolution has changed everything, most importantly, customer expectations. Retailers with a physical store presence should be asking themselves—what am I doing to wow the customer?
3 Critical Components to Achieving the Perfect Order - NetSuite
Explore the 3 critical components to delivering the perfect order.
Streamlining Unified Commerce Complexity - NetSuite
Explore how consolidating multiple systems through a cloud-based commerce platform provides a seamless experience for both you, and your customer.