2021-12-31-未知机构-2021年消费者体验调查报告（英）_13页_547kb

Customer Experience Survey Summary (September 2021)

Based on a survey of 1000 online shoppers, this analysis highlights key insights from the report by Lauren Freedman of Digital Commerce 360/Bizrate Insights.

• Overall Satisfaction: Desktop experiences yield the highest satisfaction (42% rated 9-10), benefiting from familiarity and refinement over time. In contrast, mobile web and app experiences lag, with only 14-24% satisfaction, driven by factors like slow performance and evolving complexity.

• Top Frustrations: Issues include unclear shipping costs (36%), insufficient product images or descriptions (35%), slow site loading (30%), and inventory inaccuracies (28%). Mobile-specific problems, such as poor web experience (22% dissatisfaction), persist.

• Positive Expectations: Fast checkout efficiency (73%), robust product information (76% importance), and detailed descriptions (highly valued) are met expectations. Clear communication on delays and stock status is crucial.

• Customer Service Preferences: Live chat (79%) and human interaction (26%) are preferred for issue resolution. Efficiency and stock transparency are paramount.

• Demographic Trends: The survey includes breakdowns by gender and age, indicating varied preferences but not detailed analysis here.

This summary underscores the need for retailers to prioritize mobile optimization, inventory accuracy, and customer-centric communication to address key pain points and enhance experiences across all channels.