1.
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 say
they 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.
H
ELLO
HELLO
H
ELLO
HELLO
HELLOHELLO
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 GlobalProviderofeCommerce
SiteSearch NavigationSolutions
Tied at 90%