Pitney Bowes, a technology developer in the areas of e-commerce, shipping, mailing and big data, has published key findings from its 2018 Global Ecommerce Study.
As online retailers and marketplaces prepare for record volumes of e-commerce orders this holiday season, the study found that 61% of consumers globally felt let down by their online shopping experience during the last holiday season. This figure is up significantly from 47% in 2017, and 41% in 2016. In the USA, the rate of dissatisfied online shoppers is accelerating even faster with 56% dissatisfied, up from just 36% a year ago.
Consumers pointed to post-purchase experiences, including items arriving late, expensive shipping, tracking inaccuracies, confusing returns policies, and lost or incorrect items as reasons for their dissatisfaction.
Lila Snyder, president of commerce services at Pitney Bowes, commented, “More and more, consumers are telling us that the post-purchase experience – what happens after the order – is every bit as important, if not more, than the shopping experience that occurs before the order. The silver lining for retailers: consumers are giving you the blueprint for how to get it right, and those who get it right will be rewarded with customer loyalty and revenue growth.”
To read more about the findings from the 2018 Global Ecommerce Study, click here.