Nextopia Customer Satisfaction Infographic

CUSTOMER SATISFACTIONCUSTOMER SATISFACTION

ECOMMERCE INFOGRAPHICECOMMERCE INFOGRAPHIC

Of consumers in 2013 were satisfied with internet retailers.

1st1st

2nd2nd

3rd3rd

78%78%

25%25%ONLYONLY

Of consumers say they’ll complain to a company about their annoyances/pet peeves.

HOWEVER 70%HOWEVER 70%Of consumers say they're unlikely to purchase from or even return to a website after encountering these pet peeves:

93%93%Of consumers saythey find pop-up

ads annoying.

POP-UP ADS

89%89%Of consumers are

annoyed when they need to install

extra software.

EXTRA SOFTWARE

83%83%Of consumers are

annoyed when registration pages block access

to online content.

BLOCK ACCESS

In recent years, eCommerce sites have generally been noticing a higher level of customer satisfaction than traditional brick and mortar retail stores. Below, Nextopia examines the practices of successful eCommerce retailers and the reasons driving customer satisfaction online.

What will happen when shoppers are unhappy with online stores?

What bothers online shoppers?

74%74%Of consumers will

likely unsubscribe from a company’s promotions

or messages.

71%71%Of consumers are

likely to view the company in a

negative way.

55%55%Of consumers are

likely to complain about the website

to friends/associates.

Retailers with highest customer satisfaction:

84%84%Of consumers find

confusing navigation annoying.

80%80%Of consumers say

ineffective site search tools are frustrating.

59%59%Of consumers dislike

moving text.

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55%55% Of consumers strongly dislike poor appearance in regard to color,

fonts and f o r m a t .

Tied at 89%

83%

@nextopia

Sources:http://www.marketingcharts.com/traditional/traditional-retail-gains-in-customer-satisfaction-while-e-commerce-slips-39929/http://www.hostway.com/ecommerce/press-releases/2005/0801.html

www.nextopia.com&

#1 Global Provider of eCommerce Site Search Navigation Solutions

Tied at 90%