Opóźnienia w dostawie towaru odstraszają klientów
Konsumenci są bardzo wyczuleni na problemy związane ze zwrotem i wysyłką towarów. Niekorzystne albo niejasne zasady mogą na dobre zniechęcić ich do zakupów - wynika z badania przeprowadzonego przez comScore.

Z danych zebranych przez comScore z amerykańskiego rynku wynika, że większość klientów (63 proc.), sprawdza informacje dotyczące zwrotu towaru, zanim złoży zamówienie w e-sklepie. Preferują placówki, w których regulacje dotyczące zwrotów są przejrzyste. Prawie połowa badanych zamierza częściej robić zakupy u takich resellerów, chętniej też poleca ich znajomym.
Jak można się domyślać, konsumenci oczekują, że sprzedawca zagwarantuje im tanią i szybką wysyłkę. Dwie trzecie wybiera dostawę najmniejszym kosztem, ale 30 proc. chce otrzymać towar już następnego dnia, a 43 proc. gotowa jest poczekać 2 do 5 dni. Trzy czwarte (75 proc.) uważa, że sprzedawca powinien umożliwić śledzenie przesyłki online. Jeśli dostawa nie przychodzi na czas, klienci mogą być bezlitośni – 42 proc. badanych zadeklarowało, że w razie opóźnień zrezygnuje z zakupów w danym e-sklepie.
Odpowiedzi udzielało 3,1 tys. konsumentów kupujących online.
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