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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 ItA 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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2 comments for “e-retail has a lot of room for improvement, usability and customer serivce wise”
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© 2007 Final Tag. 
Hi Pranav,
Thanks for mentioning our post. Great to put faces/blogs to our subscribers.
Very interesting, thanks for writing about this. I find looking at e-commerce sites very interesting: there seem to be so many major retailers out there letting themselves down with their websites by ignoring ‘best-practice’ recommendations, which seem so simple!