iAdvize, alongside independent research partners eDigitalResearch, conducted this study between 29th April and 5th May 2015 using a national representative sample of 1012 UK shoppers. All participants had purchased items from the internet during the last 12 months.
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- Over two thirds (68%) of online shoppers feel that a quick response is the most important aspect of good customer service; 56% state that free support is also key
- Over half of satisfied online shoppers (62%) have or would be willing to respond to questions from other users within a community chat facility
- Almost a third (29%) of online shoppers have abandoned their basket in the past due to lack of available support; customer service is vital to the digital shopping journey
Here are the key findings!