Half of Dutch consumers experienced problems around an online purchase in 2019. Late delivery is the most frequently mentioned complaint, figures from Statistics Netherlands (CBS) show.
According to CBS' annual survey, conducted among 5,600 people aged 12 years or older, 79 per cent of Dutch consumers made an online purchase in 2019. In 2015, the figure was 70 per cent.
Complaints about late delivery or damaged goods
Half of online shoppers (51 per cent) experienced online shopping problems this year, of which 34 per cent had a complaint about late delivery. In 2015, 40 per cent of online shoppers had complaints. Back then, 23 per cent of consumers reported late delivery.
In second and third place of the most frequently mentioned complaints are technical problems when ordering or paying(14 per cent) and receiving wrong or damaged goods(13 per cent). In 2015, these two complaints were mentioned slightly less at 12 and 9 per centrespectively.
