Delivery, service 'most important in online retail'
E-commerce
02 October 2008
Online retailers believe that fast delivery and good after-sales service are among the most issues for the e-commerce sector, a new poll has indicated.
Undertaken by online payments website PayPal, the survey also suggested that retailers believe customers are most frustrated by the cost of delivery and the time it takes for an item to be sent to their homes.
Over two-thirds of those surveyed said they thought consumers are most worried about security when shopping online, while reasons cited as the most common for transaction abandonment included requiring registration and issues with navigation.
PayPal warned that e-commerce websites must work to offer a better shopping experience for web users.
"If a customer doesn't feel they're receiving a quality experience there's always another retailer out there who can offer it to them," said Cameron McLean, merchant services general manager at PayPal.
About 11 million UK consumers conduct online shopping activities at least twice a week, according to a poll by price comparison site Shopzilla.co.uk.
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