Consumers more confident shopping online

The number of people preferring to shop online rose from June to October this year, according to the latest results from the IMRG’s e-customer service index (e-CSI).

by Helen Leggatt

Confidence in online shopping has risen by 2 percent since June, found IMRG’s e-CSI, from 74 percent in June to 76 percent in October. The food and drink sector saw the biggest rise, 4 percent, aided by more online delivery services being offered by major supermarkets.

“In the past, fears over online security have held back the internet as a key e-retail tool. Today, this is not the case," said Robert Barker, Chief Operating Officer at iPoints. "The Index proves that efforts made by e-retailers to make the transaction process much more secure have gone a long way to re-assure consumers in the run up to the fast approaching festive season - their busiest time of year.

The survey, which used a sample of 1.7 million of iPoints’ web loyalty program members, found no decreases were experienced by any of the sectors included in the survey.

Online retailers are obviously smartening up their customer service offerings via telephone and email, but there’s room for improvement with 23 percent of respondents unhappy with the way their queries were handled.