Research by YouGov has revealed that 63% of UK online shoppers would consider switching to an alternative retailer if they experienced problems with their online order.
The JDA/Centiro Customer Pulse Report Europe 2016 surveyed 8000 European shoppers across the UK, France, Germany and Sweden to establish the latest trends in online shopping.
Key findings include:
Jason Shorrock, vice president of retail strategy EMEA at JDA, said: “The growth of online retail shows no sign of slowing down – with retailers competing ever more aggressively for sales and offering an increasing array of fulfilment options. Delivering a high level of service in an efficient and profitable manner remains a challenge for many retailers.
“As our research shows, last-mile issues continue to negatively impact the customer experience and customers are more willing to go elsewhere if their expectations aren’t being met. The good news for retailers is that customers appear to be willing to exceed order thresholds if it qualifies them for free delivery or collection. Now, more than ever, it is important for retailers to ensure they are offering outstanding customer service, or they risk damaging customer relationships and revenue.”
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