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Survey Results: Customer Expectations and Experiences with Online Shopping

Survey Results: Customer Expectations and Experiences with Online Shopping

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SUMMARY

This research on customer experience in online shopping reveals that buyers prefer using digital channels to contact customer service.

The reason for this is that they offer quick support and there is no need for human interaction in the process. The paper also showed that customers experience exceptional service from brands just very occasionally. This reveals that there is still room for firms to improve their customer experience and differentiate themselves from competitors. 

According to the study, self-service tools can be useful for online retailers. An example of this is chatbots which are associated with buyers having more confidence in an online retailer. The report notes that consumers have a positive view of chatbots.

The study concludes that businesses are doing proper work when it comes to customer engagement but as customer expectations continue to rise, support and service quality will also have to improve.

Report download requires free registration on the publisher's website.

OUTLINE

Key Findings 

Internet Shopping Behavior 

Customer Engagement 

The role of AI in Customer Experience 

Conclusion and Methodology 

DETAILS

Overview

Researchfinder Rating
5 out of 5 stars
Title
Survey Results: Customer Expectations and Experiences with Online Shopping
Region
Global
Published
Jan. 1, 2019
Publisher
Bold 360
Price
FREE
Language
ENGLISH

Content

Number of Pages
11
Number of Tables
0
Number of Exhibits
6
Topics
e-commerce
Tags
AI, artificial intelligence, Bold 360, customer experience, ecommerce, global, online consumer needs, online shopping, online shopping behavior
Companies mentioned
Amazon
Methodology
This report is based on a survey of more than 1,000 U.S. consumers which took place in the second half of 2018.
EVALUATION

The quality content of this report along with its easy-to-read writing style makes it an excellent document on customer experience in online shopping.

  • Appealing design
  • Key data is highlighted
  • Good graphs
  • Excellent writing style
  • Quality content
  • Clear key findings

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