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?
- 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?
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.