AUSTRALIANS WON’T FORGIVE BAD ONLINE SHOPPING EXPERIENCES

We’ve all had a bad online shopping experience.

Weeks of waiting for a pair of socks, items arriving broken, receiving the wrong item, and deliveries being missed (despite having waited all morning at home), all make us question whether online shopping is worth the few dollars saved.

Wouldn’t it be easier just to go to a physical store?

Well, the figures back up our frustrations with almost three quarters of Australian online shoppers saying they’d switch to a new retailer if they had a poor customer experience with ordering an item online, according to the JDA/Centrio Customer Pulse 2017 Report.

This should cause some retailers to think twice about going pure-play online; Australians still love the reliability of buying an item in-store.

Of those surveyed, 50 per cent experienced late delivery, 41 per cent had missed a delivery despite being at home, 28 per cent never even received an item, and 23 per cent received incorrect items.

Australia in fact reported the second highest levels of intolerance of online shopping of the countries surveyed; only the UK had less tolerant shoppers. Read more

David Simmons – Business News Australia – 31 May 2017