The quality of online shopping hardly improves. This suggests the latest ICT Barometer from Ernst & Young. The study assesses periodically the opinions and experiences of over six hundred managers and professionals in business and government. Six in ten respondents each month buys a product online, 11% do so even weekly. 40% of respondents will then make mistakes in 2008 was 38%. The offense is top 3 since the previous measurement in 2008 unchanged: high shipping costs, time of delivery and not stock the product.
If something goes wrong with shopping online is usually an error on delivery (25% versus 22% in 2008) or an error in the order (12% vs. 11%). High shipping costs are still lonely top annoyances when it comes to shopping online (62% versus 58% in 2008). The time of delivery and being out of stock products also provide irritate, though here or improvement. Harry Small, industry leader Retail & Consumer Products and partner at Ernst & Young: “There is for online retailers a world to win their services more flexible.
Shipping is a point, but you can service reciprocate. Companies need better thinking with the receiver. They can positively differentiate by offering customization and choice. For example, with respect to the time of delivery or the place where the consumer wants to retrieve products. We expect that customer satisfaction then rapidly increases
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