Tag Archives: online retailers

Shoppers tell Retailers, “Don’t Mess With Me”

11 Feb

67% of consumers say their expectations about the quality of their online shopping experience had increased from the previous year – and 80% say they would would be less likely to return to a retailer’s site after a negative online shopping experience, according to an Allurent survey. Major reasons cited for the rising expectations:


  • I know that technology is constantly changing and improving and I expect that online shopping should also be getting better (66%).
  • I see that most retailers consistently advertise their websites so I expect to see them invest in making those sites better than they were last year (46%).
  • I have high-speed bandwidth and expect to see more online stores better presenting products in a way that takes advantage of my faster internet speed (41%).
  • I am familiar with interactive and visual sites like Google Maps or Facebook and I expect to see more online stores being innovative like these sites (29%).

Nearly half (48%) of 18-24 year-olds cited interactive web experiences, such as those of Google Maps and Facebook, as the reason for the rise in expectations.

The third annual “Holiday Shopping: Online Customer Experience Survey” sought to better understand consumer online shopping behavior and attitudes toward online retailers. Allurent worked with the e-tailing group to establish pre- and post-holiday benchmarks.

Below, additional findings from the survey.

Negative online experiences damage brands


  • An overwhelming 80% said they would be less likely to return to a site after having a negative online shopping experience there – i.e., with most customers, retailers have one chance to make a great impression.
  • Consistent with the results of Allurent’s two previous holiday surveys, consumers confirmed that they do not differentiate among channels:
    • Nearly 40% said a frustrating online experience would make them less likely to shop at that retailer’s physical store.
    • 60% reported that when they have a frustrating shopping experience online, it negatively impacts their overall opinion of the retailer/brand.

Customer service features are valued, especially by women


  • When asked to rate customer service features that are most important to them when buying online:
    • 74% of consumers rated a perpetual shopping cart as an important feature (ranking it a 4 or 5 on a scale of 1-5).
    • 70% rated one-page checkout as an important feature, rather than having to click through multiple checkout pages.
  • These two features were rated above other options such as access to a toll-free telephone number, available live help, and accessible contact information.
  • More women than men found customer service features to be of high importance.

Interest in desktop shopping is strong

More than half (53%) of consumers surveyed expressed interest in virtual catalogs and circulars that can be downloaded directly to their desktops, so retailers could update information on new merchandise and special offers.

2008 online holiday spending outlook is good

  • Consistent with the past two holiday surveys, consumers reported that they purchased more holiday gifts online this year than they had in the past.
  • Based on their online shopping experience this year, 67% plan to shop online more during the 2008 holiday season.

About the study: The 2007 “Holiday Shopping: Online Customer Experience Survey” was conducted in January 2008 via Zoomerang, an online survey services provider, and is based on 721 respondents (46% male, 54% female).



Consumers Generally Pleased with Online Retailer Performance

29 Nov

From Internet Retailer:

“Customer satisfaction in online retailing reached a score of 76.6 on a 100-point scale on Monday, up 1.3% from a year ago, researchers ForeSee Results reports. It says retailers were better prepared this year to handle high traffic volumes that, according to research firm Hitwise, rose 26% year-to-year on Monday. A recent survey conducted by BIGresearch for Shop.org, the online unit of the National Retail Federation, found that 72 million had planned to shop online on Monday. ”

This seems to fit both what I have been hearing and my own personal experience. Online retailers seem to be ‘getting it’. Online behavior is much more Darwinian (err..for those in Kansas…intelligently desined…err created…whatever) and those retailers that don’t consistently satisfy their consumer perish.


Yahoo Stores Down On Cyber Monday

28 Nov

Yahoo is really stepping on their johnsons lately. First it was the publicity hit they took with the closing of Yahoo 360 and now its having a revenue impact when Yahoo Merchant Solutions bit the dust for large parts of Cyber Monday.  With merchants already scrambling to do well this holiday season, you can bet they weren’t quite with this outage.

Yahoo responds:

 “We are aware that Merchant Solutions was experiencing some problems today [Monday] due to heavy holiday traffic on Yahoo! powered merchant stores. We are aware of the issues and are working towards a solution as quickly as possible. Yahoo! makes every effort to prevent outages. We continue to put strategies in place that will minimize the impact that extremely heavy traffic periods have on our merchants. Yahoo!’s relationship with our merchants is extremely important to us and we value their loyalty. We apologize for any inconvenience this may have caused and we are continuing to put processes in place to prevent further disruptions. ”

Oh spin control, oh spin control, of all the lies most timely (humm to Oh Christmas tree tune)

Ahh spin control…I love it.


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