Customer satisfaction with online shopping online has risen to the highest level since the 2008 of the year, when eCustomerServiceIndex first began measuring it.
From July last year to January this year, the satisfaction rate rose to 83,4%, while in July 2009 it was 76,7%.
Derek Eccleston, commercial director of eDigitalResearch, explained this by the fact that there are now very strong changes in the behavior of Internet users due to the craze for tablets and smartphones. This has also been noticed by the salespeople who continue to invest time and money in improving their stores. Nevertheless, 23% of those surveyed indicated that they would like a better quality of service, in particular, faster delivery. Another 17% said that a quicker customer support response could help them speed up the purchase process. 40% of respondents believe that online stores in general need to improve their support services, for example, make it possible to communicate with consultants by voice, connect additional phone lines.
Andy Mulcahy, Head of Communications at IMRG, noted that given the amount of time and effort retailers spend on developing their own businesses, there is nothing surprising in the increase in customer satisfaction. At the same time, he assured that in the face of constantly changing requirements of modern buyers, companies should not be complacent and stop there.