Online shopping became huge during the pandemic.
Consumers who found the solution to their purchases in the midst of the pandemic in internet sales are now starting to do so expect more. Is between main criticism what users make of the online experience are i cost of shipping and products arriving damaged.
According to a survey by the consultancy EY, 31% of consumers indicate the price of shipping as their main one “event of dissatisfaction” in their online consumer experiences. In second place, with 23%, are the missing or damaged products upon delivery, followed by lack of stock of products (19%) or the difficulty of finding the products sought (19%).
Among the disadvantages perceived by the buyers of some sites is also mentioned the weakness in customer support or service in case of shortages or changes; the lack of data protection; the lack of a variety of payment options e problems to change the order once requested.
Another set of criticisms has to do with the platform design of purchase, its accessibility from the mobile phone, the possibility of looking at several products at the same time and its navigability.
Despite the complaints, e-commerce has consolidated: 47% of respondents highlighted that they visit physical stores less frequently, 43% said they had purchased consumer products online in the last three months and received them at home and 71% will keep (49%) or continue to increase (22%) their online purchases.
The EY survey also asked about consumers’ relationship with brands and what is the first thing they look at when they buy (price, quality, brand, if that’s healthy).
In Argentina, the variable price won by a landslide in all the categories consulted. In food, cosmetics, personal care and soft drinks, the second most popular item is whether it is a “good for me” product, while in home care and technology, after the price you look at the brand and in the clothing, shoes and accessories, quality is evaluated.
In line with the obsession with prices, the survey shows that Argentine consumers’ main concerns are the country’s economic situation and inflation, which deteriorate purchasing power.
The EY survey was conducted around the world and 500 people in Argentina. As for face-to-face consumption, people seek experiences which allow them to “heal” and “reward themselves” after quarantine.
70% of those consulted want a quick return to normal, 59% want to recover the moments lost during the pandemic and 45% say that will spend more on experiences in the future.
NEITHER
Source: Clarin
