New Consumer Survey:
JDA & Centiro Customer Pulse 2017 - Europe

1 in 4 Shoppers Made Additional Purchases
In-Store When Picking up C&C Orders

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A new report looks at the online buying behaviour across Europe. Surveying over 8,000 consumers, the report reveals that European adults have experienced a high number of problems with online orders over the last 12 months.

Discover the latest insights into online buying preferences, behaviour, emerging trends and fulfillment experiences across Europe - how important is your returns policy and how integrated are your online/offline channels?

Report Highlights

  • Across Europe, 46% of online consumers have returned goods as expectations were not met

  • Click & Collect continues to grow in popularity throughout Europe with 49% European consumers having used this service compared with only 14% in 2014

  • 65% of European shoppers who have used Click & Collect have encountered an issue over the last 12 months

  • Consumer propensity to switch retailer based on a poor shopping experience is increasing. Where are consumers least likely to switch?
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All figures, unless otherwise stated, are from YouGov Plc. The results are based on data from JDA’s Customer Pulse Reports 2017. The total sample size was 8,238 adults: UK (2,070), France (2,014), Germany (2,124), Sweden (2,030). Fieldwork was undertaken between 29th December 2016 - 5th January 2017. The survey was carried out online. The figures have been given an even weighting for each country to produce an 'average' value.