ONLINE shoppers want flexible delivery hours and quality service when buying food over the internet, a new survey reveals.
Recent research conducted by Yuseo, examined the wants and needs of 24,000 customers who shop online.
The researchers found there were key differences in what motivated customers to buy, depending on the sector or category they were buying from.
When online shoppers are buying ‘general retail’ customers are mostly interested in the ‘quality of the customer service’ as well as the ‘availability of the products or easiness to replace them’, the report’s authors say.
However food shoppers think quite differently, with 72% expecting flexible delivery hours and 43% citing the importance of quality delivery.
Delivery costs are also a factor for food shoppers with 41% saying they were attracted by “lower costs”, the report found.
Customers also appear to enjoy the luxury of having food delivered to their door with 90% rejecting the offer of a ‘click and collect’ service.
This contrasts strongly with the general retail sectors where ‘click and collect’ was rated highly by 49% of buyers.
The big retailers were also judged by the report. The survey found that 88% of John Lewis customers appreciated the quality of its customer service.
M&S was also praised for its customers service by 78% of customers, as well as its ‘different possibilities to collect an order’ options.
Not surprisingly, online giant Amazon was clearly on top for ‘products availability’, which was noted by 70% of customers, whereas 84% pointed to the “low level” of the store’s delivery costs.
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