85% of online shoppers say that a poor delivery experience would prevent them from ordering from that online retailer again
In order to better understand European consumers’ expectations of e-commerce in terms of services and customer experience, Ipsos and Octopia conducted a 2022 study in several European countries, interviewing a representative panel of approximately 1000 online shoppers per country.
Which assets are key to going above and beyond online shoppers’ expectations? Which bad experiences are most likely to break their trust in the long run? The results from this study confirm the importance of the quality-price-delay triad on which Octopia is positioned.
