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47% Of Online Shoppers Wish To Resolve Complaints Online

March 2, 2009 by · Comments Off on 47% Of Online Shoppers Wish To Resolve Complaints Online 

Webmaster NewsLondon – Nearly half of UK consumers (47 per cent) wish to handle complaints to a retailer directly through its website, according to 1&1 Internet Ltd, the world’s largest web host by active websites. The representative survey of 1600 UK consumers, commissioned by 1&1, concluded that consumers who opt for ecommerce are nowadays keen to sort after-sales issues online. This is in stark contrast to a further survey of 405 British companies that finds that only 17 per cent of businesses recognise the need for such facilities. The study also finds that 45 per cent of Britons actively seek retailers with online feedback facilities on their website as part of their buying decision. It would appear that UK businesses today are undervaluing the demand for online customer care.

Whilst it is widely reported that increasing numbers of Britons are choosing ecommerce over high street stores, 1&1’s ‘Customer Care For Online Business Survey’ reveals that a surprising proportion of consumers (47 per cent) now seek to use online communication to resolve their after sales issues, such as complaints. These consumers indicated that given the option, they would choose to utilise online tools on a retailer’s website for communicating with the retailer about a complaint. Interestingly, the desire to resolve complaints online increases with age, with 52 per cent of over 55 year olds wishing to leverage this as compared to only 42 per cent of 16-24 year olds. The preference to communicate with businesses online also varies with gender. Over half of men (52 per cent) are keen on the using online methods to resolve a complaint compared to only 43 per cent of women. Read more

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