Last week, "The Online Features Driving Consumers to Shop With Brands, Retailers or Marketplaces" report, a collaboration between The PYMNTS Intelligence and Adobe, provided insights from a survey of 3,500 U.S. consumers on online shopping satisfaction
Here's a condensed overview:
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đ Marketplaces lead with 80% customer satisfaction.
đď¸ Retailers are close behind at 76% satisfaction.
đ Brand websites/apps show 72% satisfaction, hinting at improvement opportunities.
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đą Fashion and Electronics: Marketplaces outshine with up to 10 p.p. Â higher satisfaction vs other channels
đĽ Groceries and Home Goods: Retailers have a slight 1p.p. edge.
đ Electronics: D2C brands trail in most categories.
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đ Focus on User Experience: Enhancing the shopping journey is keyđŻ Specialize and Personalize: Target specific niches and customize experiences
đ Use Data Wisely: Leverage analytics to refine offerings and customer journey
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