Opinion Survey Finds Rise in Consumer Satisfaction with Online Shopping

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11th June 2013 16:22 - Retail

Retail market research conducted on behalf of UPS has revealed that the majority of Britons now prefer to shop with their favourite retailer online due to increased satisfaction with the customer experience.

Of more than 3,000 online consumers questioned, as many as 70% choose ecommerce as their primary mode of shopping with the brands they like. The study also found that customer satisfaction with online shopping is now remarkably high at 83%.

Top areas that online shoppers said appealed to them most (scoring above 70%) were the variety of brands and products on offer, ease of checkout, the ability to track online purchases while in transit plus the selection of shipping and payment options available.

Nevertheless, there were issues which were preventing even higher scores – respondents cited the desire to have more control over exactly where and when they receive their purchases. The demand for more environmentally friendly shipping choices was also highlighted.

The survey further showed that amongst frequent and heavy online consumers, satisfaction is highest for shopping via tablets (92%) and computers (86%), while smartphones rate notably lower at (66%) due to dissatisfaction with their smaller screen size.

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