Consumers are looking beyond price to customer service during their purchasing decisions a report released today has shown. The Getprice 2011 Shopping report identifies the online shopping habits and behaviours of over 3000 consumers who use the site.
The report found that comparison shopping sites are the most useful when it comes to consumers researching products. Surprisingly this came ahead of search engines, online marketplaces and retailer websites. Retailer websites however were found to be the most widely used.
Buyers are looking beyond price to customer service, brand familiarity and user reviews to make their decision with price ranked 5th in order of importance.
Chief executive officer of Getprice, Chris Hitchen said, “This report has identified clear gaps and issues that offline retailers should be focusing on in order to work together with online retail channels to create the best retail experience for the consumer.”
As explained in our recent blog post ‘Customers pay more to do business with companies where people smile’, this report has highlighted the importance of delivering strong customer service over price.
Interestingly, 47% of survey respondents access the internet on mobile devises but when it comes to following brands on social networks the figure drops to just 25%. With so many organisations spending millions of dollars on social media strategies, it poses the questions – are they in fact connecting with their audience online?
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