Over two thirds
rated their experience
as ‘good’ or ‘outstanding’.
Online Retail in Focus
Atos commissioned independent research to understand how consumers feel about the digital services offered to them currently and what they would like to see from them in the future.
Respondents were the most positive about the digital services they received from Online Retailers. Over two thirds (69%) said their digital experience was ‘good’ or ‘outstanding’. This was even higher than technology companies, where just under half (49%) felt this way.
However, even though Online Retail is performing well, there is still room to improve compared to Traditional Retail. Nailing down high quality, and consistent customer service is now the final hurdle for Online Retailers.
Key topics – Demanding Digital in Online Retail
Setting the bar
27% of consumers said Online Retail was setting the bar for digital services, the highest of all the sectors surveyed
Keep it updated
28.5% of respondents expect the digital service to be updated daily and on average, respondents expect the digital service to be updated 2.9 times a week
More than just the basics
Consumers want more than the basics from Online Retailers. 37% want to earn loyalty points and 21% want a personalised service