A few weeks ago, you could read in the Infographic Day series that online consumer spending is increasing . The Dutch are increasingly buying products and/or services online. Good news for web shop owners. But many of them do not (yet) know exactly how to deal with customers. Research shows that there is still a lot to be gained there. Half of web shop owners do not respond to a compliment they receive, for example.
The Casengo Webwinkel Monitor 2014 was recently published, a study in which more than 59,000 Dutch web shops were examined. The researchers looked at how web shops, which sell tangible products, score in the area of online customer service, how fast their website is and how important social media (particularly Facebook) is to them.
Main conclusion: there is still much to be gained in terms of customer service. australia mobile phone number list Because many web shops ignore satisfied customers: half of the web shops do not respond to a compliment they receive. They do take action quickly on complaints; almost half are answered within half an hour.
CASENGO WEBSHOP MONITOR 2014 - FINAL