The continued rise of E-Commerce, and it's disappointing consumer experiences

As the global E-commerce trend continued to accelerate during 2022, we assisted our clients to better understand their E-Commerce performance by gathering consumer experience data across all touchpoints of the consumer journey from ordering through to product use.

 A recent study we carried out with regular E-commerce shoppers, showed that just over 50% have had a negative experience with a product that they received. Of those who had a negative experience, 48% were due to receiving damaged products while a further 34% mentioned that they have experienced receiving products where the quality was not as expected. Of those who had a negative experience, almost a third of consumers would blame the brand owner/manufacturer.

Despite this, brand owners may never hear about these negative experiences as only 7% of consumers reported that they contacted the company about their negative experience, leading to many brands being unaware of issues that consumers are facing with their products.

We help our clients to proactively fix issues affecting the consumer experience within the e-commerce realm by providing insights as to where our client's consumer journeys are unsatisfactory, leading to a future e-commerce experience designed to delight consumers.

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