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Online Shopping Behavior Infographic

August 26, 2012

Online Ecommerce Shopping Infographic Online Ecommerce Shopping InfographicLab42 Shop Online

SHOPPING AND SHIPPING – A LOOK AT HOW PEOPLE SHOP ONLINE

We asked 500 online shoppers about their online shopping experience and preferences

  • 73% Do at least half of their shopping online
  • 66% Prefer to shop online vs. in-store

WHY SHOP ONLINE?

  • 4 out of 5 shop online for a broader selection
  • 7 out of 10 shop online for better sales and promotions
  • 2 out of 3 shop online because it’s cheaper

45% of online shoppers have bought something online that they would not buy in person

Customer Service – Your Preferences – What helps you decide to buy something online?

  1. Positive Customer Review (4 of 5)
  2. Retailers Description
  3. Negative Customer Review

SHIPPING RETURN POLICY CUSTOMER SERVICE LIKE US

  • 96% are more likely to shop on a site if it has free shipping
  • 87% are more likely to shop on a site if it has free returns
  • 79% would rather get free shipping than a discount

RETURN POLICY – Do You Return Items Bought Online?

  • 62% Rarely Return Items Bought Online
  • 68% Prefer to ship purchase back to the online store
  • 32% Prefer to return online items to a physical store

YOUR PREFERENCES HOW WOULD YOU LIKE TO CONTACT CUSTOMER SERVICE?

  • 41% Email
  • 27% Live Chat
  • 7% Have Never Contacted
  • 25% Phone Call

DOES SOCIAL MEDIA Affect CUSTOMER SERVICE?

  • 67% Said they respond quicker
  • 51% Said they resolve my issue
  • 43% Said they listen to my opinion more

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