Customer Experience Survey Report

1. Survey Report: Online Shopping Experience
2011
lets innovate
June, 2011 GreenHONCHOS

2. Which product or products did you generally
purchase via online channel?
Electronics 61%
Books 30%
Apparels 23%
Shoes 13%
Flowers 39%
Others 25%
Most Indian customers are buying “Electronics & Appliances”, “Flowers & Gifts” & “Books” via
online channels.
How did the product's price compare to other
online/ offline channels?
Fair Poor
50.00% 12.50%
Excellent
6.30%
Good
31.30%
Close to 90% of customers are satisfied with the price offered by various online players
No of Respondents: 188 Geography: India Survey Duration: 5 days

3. Who is favorite Online shopping player?
Flipkart 8.10%
Yebhi 0.00%
Infibeam 6.50%
Indiaplaza 8.10%
Fashionandyou 16.10%
Let'sbuy 1.60%
eBay 46.80%
BabyOye 0.00%
FirstCry 0.00%
Myntra 12.90%
eBay is by far the most trusted online player in India. Fashinandyou and Myntra are leading
among the new online players
Did you use any coupons or receive a
discount of any kind?
No
56%
Yes
43%
56% of the customers have not received any discount coupon or discount
No of Respondents: 188 Geography: India Survey Duration: 5 days

4. Would you purchase another product through
the same means?
Yes
58%
May Be
39%
Never
3%
More than 40% of the customers are not sure whether they would continue to use their existing
online player. This clearly indicates that Indian customers are still ordering product by product,
and there is a very high probability that any new entrant would be able to capture the market by
offering low price and superior customer service.
Do you get exciting offers from your favorite
online player?
Yes, Occasionally
54%
No, Never
23%
Yes, Regularly
23%
No of Respondents: 188 Geography: India Survey Duration: 5 days

5. Please rate your overall online shopping experience
Poor
2%
Good
54% Excellent
11%
Fair
33%
Only 2% of the customers were not satisfied with the online shopping experience. 33% of the
customers are Neutral, and the online players have to focus on retaining this customer base to
control customer churn and move them to higher satisfaction bucket.
Thinking back to your experience with , please indicate
your degree of agreement with the following statements.
Strongly Strongly
Agree Neutral Disagree
Agree Disagree
I prefer making a purchase from to using local 15% 46% 29% 6% 4%
offices, malls or stores.
I prefer over other home shopping services 10% 19% 29% 35% 8%
(i.e., catalogs, "1-800" services or television).
Doesn't just sell products or services-it 6% 49% 32% 8% 6%
entertains me.
I received special rewards and discounts from 6% 33% 33% 22% 6%
doing business with my favorite online player.
I say positive things about my favorite online 13% 50% 32% 4% 2%
player to other people.
I consider my favorite online player to be my 15% 43% 23% 17% 2%
first choice when I need products or services
of this type.
The "look" of web site is appealing to me. 20% 50% 19% 9% 2%
I really like doing business with my favorite 7% 43% 43% 6% 2%
online player.
No of Respondents: 188 Geography: India Survey Duration: 5 days

6. Strongly Strongly
Agree Neutral Disagree
Agree Disagree
I intend to continue to visit site of my favorite 22% 46% 30% 0% 2%
online player in the future.
I intend to purchase from my favorite online 22% 46% 28% 2% 2%
player in the future.
Is one of the first places I intend to look when I 15% 55% 19%
need the type of merchandise or services it 6% 6%
provides.
It would require a lot of time and effort on my 6% 17% 33% 37% 7%
part, to set up an account with another online
player.
It would take a lot of time and energy to look 2% 21% 35% 33% 10%
for another online player for this type of
product.
The products and/or services I purchased from 13% 59% 23% 2% 4%
were a good value.
Customers are happy with their preferred online players, but they will not take much time to switch
to the competitor, if not being treated as a valued customer or if their preferred online player is
not able to match the market price point.
Why you prefer an online shopping channel in
comparison with store/ mall channel?
Highly Convenient 53%
Better Price 44%
Easy to Search 67%
Availability of Information 44%
Products Not Available Elsewhere 23%
Online Product Ratings 21%
Product features, ratings and price comparison are the top most enablers for online shopping.
There is a very high probability that customers would first search for the price, feature and ratings
comparison before buying anything online. It is advisable for all brick n’ mortar retailers to add
price, product features and ratings on their website to drive traffic to their stores.
No of Respondents: 188 Geography: India Survey Duration: 5 days

7. What is the top criteria to chose your online
shopping portal?
Price/ Offers 81%
Product Availability 47%
Genuine Product 51%
Delivery Time 28%
Quality of Customer Service 40%
81% of the customers would chose the online player basis price point.
No of Respondents: 188 Geography: India Survey Duration: 5 days

8. lets innovate
GreenHONCHOS
Ph: +91-120-4159841
Email: info@greenhonchos.com
Website: www.greenhonchos.com