Sterling Commerce and Deloitte Consulting collaborated on a very interesting survey entitled “What Consumers Want in their Online Shopping Experience?” that looks at consumers attitudes and preferences when shopping online.
The findings of the paper are as follows:
- Shoppers have three major areas of dissatisfaction: lack of information availability, out of stock items, and lack of assistance/poor customer service
- In terms of importance, consumers rank online notifications higher than product rating and review features
- Tracking an order is a necessity
- Out of stock sale items decreases consumers’ willingness to shop with that retailer
If you are selling on the Web, this free paper (requires registration to download) is a must-read