CUSTOMER FOCUS news
driving sales for retailers
A recent study by Royal Mail revealed that e-retailers are already taking action to boost customer satisfaction and drive sales. Here’s what the study found.
Good returns deliver customer satisfaction and drive sales
Smartphone shopping & price promotions are new factors in online competition
Online marketplaces seen as key to increasing sales
On-time delivery drives customer satisfaction
63% 49%
47%
7 in
10
increase inon-the-move smartphone shopping
online retailers plan to increase the number of channels they sell through
believe a good returns process will make consumers more likely to be more satisfiedwith their service
believe their customers have become more satisfied in the last year
44%
85%
66% 45%
believe price promotions lead shoppers to seek out the best prices
are planning to list on additional online marketplaces
say on-time delivery is the most common factor in drivingcustomer satisfaction. That’s more than the number of SME e-retailerswho consider the quality and price of their products as key drivers of customer satisfaction.
believe it makes consumers more likely toorder in the first place
52%
40%
50%
believe price sensitivity and an increase in the number ofwebsites are the main drivers of competition
of SME online retailers intend to launch their own website
say consumers are more likely to become repeat customers
Findings fromRoyal Mail annual tracker survey
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Whistl Magazine • Summer 2016
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