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e-retail has a lot of room for improvement, usability and customer serivce wise
Was checking my RSS feeds after almost a week today, and stumbled upon this eye-opener.
The Get Elastic blog posts about a study that was done on 300 major e-retailers on the basis various usability and customer support related factors. The results make you wonder that e-commerce could really have been much larger/more trusted/liked than it is already only if e-retailers would pay more attention to giving customers a ‘better than simply “good”‘ shopping experience.
Sphere: Related ContentA few of the study’s findings:
Enlarge Image Feature – used by 76% of sites Estimated Delivery – 74% of sites Gift Cards – used by 58% Timely and Accurate E-Mail Support – 58% responded correctly within 24 hours Free Shipping – 43% Pre-Checkout Shipping Calculation – found on 42% of sites In Stock Availability – used by 39% (Especially important over the holidays) Poor Fonts – 38% had fonts that are difficult to read – either too small or not web-friendly Multiple Image Views – 38% offered this feature More Than 4 Steps in Checkout – 35% of sites Customer Reviews – 33% of sites In-Store Pick Up – 10% of sites that have local stores Mulitple Payment Options – 10-20% offer one or more options like PayPal, Google Checkout, pay by check or Bill Me Later
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