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Tuesday, November 26, 2024Market

E-commerce: ever-increasing consumer expectations

E-commerce : toujours plus d'attente de la part des consommateurs

If shopping from the comfort of home used to be enough of an argument to convince the general public to order online, this is no longer the case. According to a recent OpinionWay survey for La Retail Tech, customers expect brands (including cosmetics) to offer a fast, seamless shopping experience.

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To carry out this survey, 1027 people were questioned between November 6 and 7, 2024.

When shopping on the Internet, respondents expect:
• Low delivery costs (92%)
• Flexible return and exchange policy (87%)
• Real-time delivery tracking (81%)
• Fast delivery (80%)
• The choice of delivery day (90%)
• Planet-friendly delivery methods (59%)

The panellists confide that they would like to be offered certain options when validating their orders, such as:
• Real-time parcel tracking
• Flexible delivery (possibility of choosing date and time, changing address during delivery)
• The possibility of making a return and tracking the progress of the refund without complicated procedures
• Loyalty programs or rewards for more sustainable delivery choices
• Eco-friendly or reusable packaging to reduce delivery waste
• The possibility of using augmented reality to check product compatibility
• Ultra-fast delivery (less than 30 minutes in some cities)

Of all these options, OpinionWay insists that the first two are eagerly awaited by consumers.

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