More than three quarters (78 per cent) of UK adults would likely switch to an alternative retailer when next shopping for products online if they have a poor ordering experience, according to the third annual JDA/Centiro Customer Pulse 2017 Report conducted by YouGov.
According to a recent survey by JDA/PwC, almost 70 per cent of of CEOs in the world’s leading 350 retailers are investing in digital technology to improve customer service – and much of this investment is being targeted at mobile.
A Conlumino study commissioned by Webloyalty, The Connected Consumer, questioned over 2000 consumers in January 2015 and found that 87 per cent now shop online, compared by 78.3 per cent who shop online. They also spend more time in-store (42.4 minutes versus 24.8 minutes) which may account for its continuing growth in popularity. Nearly three quarters (70.4 per cent) of those surveyed thought technology would make shopping a more convenient experience in the future, with almost two thirds (64.2 per cent) believing that it would make the shopping experience more efficient.