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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.
HELLO
HE
LLO
HELLO HELLO
HEL
LOH
ELLO
HELLOHELLOHELLO
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%