Bad Quality Customer Service Turns Brits Away Online

19 Jul 2010

According to the research conducted by YouGov for online merchandising solutions provider Avail Intelligence, 35 per cent of Britons would spend more online if offered better customer care or advice.

British consumers say that they are dissatisfied with the levels of customer care and advice offered by online retailers, with more than a third revealing that these characteristics prevent them from spending more online.

The firm who conducted the research advised that results indicate that retailers are missing out on sales because of not providing quality services.

The research also displays that one in three shoppers, still prefer trawling the high street, with factors such as one on one advice and support being the most popular reasons cited.

However, 51 per cent of respondents said the range of products stocked by retailers online was far more varied than the high street and only 14 per cent stated that they thought the ability to find what they wanted was better in a store than online.

Pontus Kristiansson, CEO and co-founder at Avail Intelligence said, "It's clear that shoppers would spend more online, if they had access to the recommendations and advice they currently get when visiting a physical store," said

"The simple addition of a web-enabled kiosk could link instore and online and provide shoppers with access to a wide range of products increasing the chance they'll make a purchase with you and not a competitor," he added.

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