Almost 1 in 5 (19 percent) UK consumers have experienced problems with home deliveries over the last 12 months.

"The findings indicate that 61 percent of consumers would switch retailers based on an unacceptable online shopping experience. Of those consumers who experienced problems, 35 percent suffered from late deliveries; 28 percent missed deliveries despite being at home, while 26 percent did not receive goods despite the retailer/delivery company claiming otherwise. In fact, 84 percent of consumers believe that retailers should be held accountable, even if they use third-party delivery companies."

"The research also reveals that an increasing number of consumers are more inclined to use 'Click & Collect' services, with nearly 1 in 2 consumers claiming they have used such services in the last 12 months. Of those consumers who have used 'Click & Collect', convenience and cost were by far the biggest reasons for doing so. In the face of growing customer expectations, 61 percent of respondents stated they would switch retailers based on receiving an 'unacceptable' home delivery or 'Click & Collect' experience. When it comes to brand experience, 57 percent of consumers believe that many retailers in-store and online channels are not well integrated, leading to an inconsistent customer experience."

"Online returns continue to be a source of dissatisfaction for many consumers, with 49% stating that having to pay for returns postage and packaging is their biggest frustration. This was followed by having to return items by post /waiting for couriers (33%) and the inability to return goods to store (22%). When it comes to online fashion, which is the biggest sector for returns, more than half (51%) of shoppers are returning at least one item per year, with the majority (24%) returning 1-2 items per year."

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According to a report released by business consultancy company Gemius, three-quarters of online users in Belarus make purchases online, while almost 12 percent made their first purchase within the last 6 months prior to the research.

"The share of Belarusian internet users who shop online has reached 75 percent, the same source reports. Over half of those online shoppers buy home appliances and mobile devices. Computers and laptops were also very popular products purchased online, as 43% of online consumers bought these at least once. 38% of shoppers bought concerts or theater tickets, while 36% opted for tickets for planes and trains."

"In terms of preferred payment methods, customers in Belarus (60 percent of online users) are still eager to pay for their goods ordered online by cash on delivery. Less popular are credit card, which are used for online payments by 13% of Belarusian online consumers. The least popular payment method is via a mobile phone, with only 0.3% having ever used this option."

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Source inc.com

Source Business2community.com