Online Ecommerce Shopping Infographic – Lab42 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?
- Positive Customer Review (4 of 5)
- Retailers Description
- 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