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Site’s payment process and timely delivery ‘key to online experience’: ISES study
Site’s payment process and timely delivery ‘key to online experience’: ISES study
WEDNESDAY, 6 JULY 2016 – Online shoppers tend to care more about the tail end of their shopping experience, such as the site’s payment process and whether their purchases are delivered on time.
In contrast, those at physical stores are more concerned about the start – the availability of products, the types of promotions offered and the staff’s courtesy.
These were some of the findings of a three-month study, released yesterday by the Singapore Management University’s Institute of Service Excellence (ISES), which compiled the Customer Satisfaction Index for the retail and info-communications sectors. Overall satisfaction in both sectors rose this year.