Tag: Jupiter Research

Survey Reveals Top 100 U.S. Online Retailers’ Customer Service Shortfalls

Posted by | Sep 25, 2007 | |

With U.S. online retail sales for Q1 2007 totaling USD 31.5 billion, an astounding independent study has revealed that U.S. online retailers are failing in key areas of customer service, which has the potential to be devastating to the online retail market which is forecasted to reach USD 329 billion in 2010.

In a mystery shopper exercise conducted from April to June 2007, an overwhelming 34 pct of emails went unanswered by 100 of America’s top online retailers, with just over 50 pct of responses providing accurate and complete information. The findings of the audit are highlighted in a report published today by customer service specialist and leading Customer Interaction Management (CIM) software solution provider Talisma Corporation.

Talisma’s audit awarded each online retailer a score out of 100, based on a range of customer service criteria, including speed of response, accuracy, completeness of information provided, and the personalization of interactions. Although 93 pct of companies audited responded to phone queries within 30 seconds, only 5 pct were able to communicate with personalized content – by referring to caller ID or a customer profile. Personalization is increasingly being recognized as a critical factor in delivering customer service excellence. In fact, customers are beginning to expect to be acknowledged and treated as “special” on return visits across all channels of communication.

According to Jupiter Research, consumers’ expectations of service performance increase as they spend more time online. As such, the repercussions of poor service experiences also increase.

Read More

Jupiter research forecasts that off-line retail sales influenced by online research will reach one trillion dollars by 2011

Posted by | Jun 15, 2007 | |

US Online Retail Sales Will Grow By 16 Percent in 2007 But, As The Channel Matures, Growth Will Slow To Single Digits By 2010

JupiterResearch, a leading authority on the impact of the Internet and emerging consumer technologies on business, forecasts that off-line retail sales influenced by consumers’ online browsing and research will increase by a compounded annual growth rate (CAGR) of 12 percent over the next five years. Detailed in a new report, “US Online Retail Forecast, 2006 – 2011,” the healthy growth of off-line-influenced sales will reach 40 percent of total US retail sales by 2011.

“Online retail sales are maturing and the lion’s share of future growth will primarily come from existing buyers spending more in the online channel,” said Patti Freeman Evans, JupiterResearch Senior Analyst and lead author of the report. “Assuming growth continues in a similar trajectory over the coming decades, US online retail sales will plateau at 10 percent to 15 percent of total US retail sales, barring a dramatic change in the online shopping experience that promotes an inordinate spending shift among buyers.”

US online retail sales will grow by 16 percent in 2007 to reach USD 116 billion. Over the next five years US online retail will grow at a CAGR of 11 percent reaching USD 171 billion in 2011. Despite the slowing of growth in online buying, web influenced off-line sales will grow at a slightly faster pace over the next five years, reinforcing the vast advertising and marketing value retailer websites present.

“With market maturation comes opportunity for the retailers that can harness the power of the Internet to influence off-line sales,” said David Schatsky, President of JupiterKagan. “The key for retailers is to create clear, simple and convenient links to the off-line channels that persuade shoppers to stay with them as they cross channels.”

Read More

Online spending hits new peak

Posted by | Feb 22, 2006 | |

Growth in online shopping surpassed expectations last year. Most of the key annual indicators are now in, and show a consistent pattern. Verdict Research says the UK value was up 28.9 per cent to £8.2 billion, and growth was 19 times as much as in overall retail spending. Interactive Media in Retail Group says Christmas spending was up 50 per cent to £5 billion – a finding echoed by Royal Mail’s increase of 44 per cent in items handled (to 77 million). IMRG’s figure for the whole of 2005 is £19.6bn (calculated on a different basis from Verdict’s). In the US, JupiterResearch says online spending reached $81 billion last year, and will rise 17 per cent to $95 billion this year, increasing to $144 billion by 2010.

Read More
  • 1
  • 2

Advertisement

Advertisement

Advertisement

P&P Poll

Loading

What's the future of the postal USO?

Thank you for voting
You have already voted on this poll!
Please select an option!



View ResultsHide Results

Post & Parcel Magazine


Post & Parcel Magazine is our print publication, released 3 times a year. Packed with original content and thought-provoking features, Post & Parcel Magazine is a must-read for those who want the inside track on the industry.

Subscribe to the Magazine

 

Pin It on Pinterest