France: more than half of online consumers encounter issues with delivery

Thursday 5 April 2012 | 02:37 PM CET

91 percent of French consumers have made online purchases in 2011, although more than half consumers have encountered issues with delivery.

According to the French polling organization Institut français d’opinion publique (IFOP), 27 percent of shoppers asked for a refund at least once in 2011 because of delivery hassles.

The study has indicated that 13 percent of shoppers have never received at least one online purchase in 2011; 15 percent have received broken or damaged goods while 18 percent of consumers have received an incorrect item. Moreover, 7 percent of consumers received items they did not order.

According to the findings of the study, 14 percent of respondents have mentioned that retailers do not meet the delivery times promised while 18 percent of consumers have replied that e-commerce websites do not inform them of changes in delivery—such as delayed deliveries.

Online customers are also unhappy with delivery cost. 55 percent of French consumers have indicated that cost of delivery is an impediment when it comes to shopping online (with 54 percent saying in response to a separate question that they are generally unhappy about delivery costs). 13 percent of consumers have mentioned some inconveniences with delivery including delays in receiving goods and retailers not making clear that goods ordered are out of stock. 21 percent of consumers feel they are not clearly informed of delivery charges.

Furthermore, 20 percent of French consumers involved in the study have stated that they are dissatisfied with the customer service they receive when they call about delivery issues; 20 percent of customers are dissatisfied with the lack of information about the date of delivery or delivery tracking while 21 percent of customers complain that web retailers are not flexible with delivery times.

When it comes to the reasons that determine customers to shop online, 44 percent of shoppers have mentioned economy (motivated by the ease and efficiency of online purchasing and the ability to compare prices easily and find the best deal).

Print | Contact editor | Mail
© 2014 The Paypers
More: Abstract | Link

This Month

Next Month

02 Apr 2014   AITEC Southern Africa ICT Summit
03 Apr 2014   How to Use KPIs to Improve your Accounts Payable Efficiency
06 Apr 2014   NACHA Payments 2014
07 Apr 2014   9th Annual Middle East Retail Banking Forum
07 Apr 2014   15th Annual Commercial Card and Payment Conference
07 Apr 2014   Home Delivery World
07 Apr 2014   Inside Bitcoins - the future of virtual currency
07 Apr 2014   Mobile Money Americas
07 Apr 2014   Inside Bitcoins - the future of virtual currency
07 Apr 2014   Chief Procurement Officer Summit
08 Apr 2014   MVNOs World Congress
08 Apr 2014   3rd Annual Customer Experience Management in Banking Summit
08 Apr 2014   Mondato Summit Europe
08 Apr 2014   ETA Annual Meeting & Expo 2014
08 Apr 2014   IFINTEC International Finance Technologies Conference and Exhibition
09 Apr 2014   4th Annual Latin America Trade & Commodity Finance Conference
09 Apr 2014   11th Annual Accounts Payable and Procurement Transformation Summit Asia
09 Apr 2014   SAP Conference for Financial Shared Services
10 Apr 2014   The 4th Cloud And Big Data Summit
11 Apr 2014   Bitcoin Expo 2014
12 Apr 2014   Hitmeister e-Commerce Day
15 Apr 2014   Netherlands' Customer Festival
15 Apr 2014   Cash, Treasury & Risk Management in Turkey
17 Apr 2014   8th Annual Prepaid Expo Europe 2014
20 Apr 2014   our Big Data and Analytics for Banking Summit
22 Apr 2014   Wima Monaco - NFC & Proximity Solutions
23 Apr 2014   Future Bank Asia
23 Apr 2014   The Cash Handling Show Asia
23 Apr 2014   The Retail World Asia
23 Apr 2014   RFID World Asia
23 Apr 2014   Digital ID World Asia
23 Apr 2014   The Digital Signage World Asia
23 Apr 2014   Near Field Communication World Asia 2014
23 Apr 2014   The Internet Show Asia
23 Apr 2014   Ecommerce Show Asia
23 Apr 2014   10th Annual Trade & Supply Chain Seminar
23 Apr 2014   Cards & Payments Asia 2014
23 Apr 2014   The Mobile Show Asia 2014
23 Apr 2014   Cards & Payments Asia 2014
23 Apr 2014   Cards & Payments Asia 2014
24 Apr 2014   China Retail Focus 2014
24 Apr 2014   4th Annual Indonesia Trade & Commodity Finance Conference
24 Apr 2014   M2M World Congress
29 Apr 2014   Total Payments Mexico
29 Apr 2014   Big Data World Mexico
29 Apr 2014   Loyalty World Mexico
29 Apr 2014   FinovateSpring
29 Apr 2014   Money Transfer Dubai