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Half of shoppers have negative experiences online

14th Jan 2013
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Almost half of consumers (47%) have had negative experiences whilst shopping online, new research has shown.

According to Trusted Shops' survey of over 1,000 UK consumers, the biggest bugbear to online shoppers is late delivery.

However, and perhaps as a result of their frustrations, a whopping 50% of those surveyed admitted that they would be willing to pay for extra services such as money-back guarantees or postal insurance.

The most popular extra service was shown to be 24-hour delivery with a third (32%) of respondents saying they were willing to pay extra for it.

Jean-Marc Noël, co-founder and managing director of Trusted Shops, explained: “Online shopping has become standard, whether it’s on a mobile device or a home PC – shoppers want to buy online. However, it’s very clear from these statistics that our industry still has some work to do.

“Having nearly half our market report negative experiences clearly tells us that service levels need to improve in an increasingly competitive industry. Shops need to differentiate themselves by communicating to shoppers that they can be trusted, and then crucially back that up with excellent customer service.”



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