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Merchants #Fail - Visitor Satisfaction Declines

Posted on 6.06.2011

Voice of Customer (VOC) analytics provider iPerceptions released its Retail/E-Commerce Industry Report for the first quarter of 2011 showing that overall website satisfaction is on the decline. 

“Expectations among online retail shoppers are rising quickly and retail websites are struggling to keep up,” said Claude Guay, president and CEO of iPerceptions. “As visitors become more familiar with retail websites, they become more discriminating in terms of accurate search results, clear pricing and adequate product information.” 

Some rather interesting finding are included in the report (available here). For example, 31% of all retail website visitors came to compare product features and prices - up 12 percent from the previous year. Plus, the share of visitors who came for support rose to 15% from 6% in the same period of last year. Couple that with another aspect of the report which focused on task completion (which fell 5 percent year over year and it seems merchants might be struggling more than expected. 

So what do you think? Are visitor expectations on the rise?

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