Holiday Shopper Satisfaction Rates for Online Retailers Continue to Fall

Pitney Bowes just released an online shopping study reporting that consumer dissatisfaction with the holiday shopping experience has reached 60 percent, nearly double from 2015 and up 4 percentage points from last year.“Despite the significant investments retailers and marketplaces are making in the online shopping experience, consumers continue to be disappointed, especially around the holidays,” said Lila Snyder, executive vice president and president, commerce services at Pitney Bowes.

“Returns seem to have become an unconscious behavior for some frequent online shoppers,” Snyder said. “In response to our survey, consumers said they return less than 10 percent of their online purchases, but in reality, we know the number is much closer to 25 percent.” According to Pitney Bowes, “free shipping remains the number-one loyalty driver an online retailer can offer consumers.” Further, the company found online shoppers would see an improvement of the post-purchase experience when offered fast and free shipping, and free and easy returns.

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