Figures from CBS show that forty per cent of online consumers are not happy with the level of service provided by online web shops. Online shoppers are especially unhappy about the delivery time, which is often late or incomplete. The overall dissatisfaction score of online shopping rose by two per cent in 2016.
The survey shows that 23 per cent of people have experienced problems with service delivery. As number two on the list of problems of online service delivery is technical problems with payment or ordering with 12 per cent. Wrong or damaged packaging ends at spot three with nine per cent.
These problems have remained more or less constant compared to 2015. Complaints around findability and rights around guarantees, the complaints procedure, costs, deliverability in the Netherlands and purchase fraud rose the most among online consumers in percentage terms.
Elderly shoppers increasingly shop
Almost three in four Dutch people say they have made some online purchases for private purposes this year. That is an increase of nine per cent compared to 2012. Interestingly, the number of online shoppers aged 65 or over has increased the most in percentage terms. The food category grew the fastest compared to four years ago. Clothing, travel, holidays or tickets for events are the most ordered online, as in previous years.
Editorial LogistiekProfs
This article also appeared on PackagingProfs
