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BizReport : : December 19, 2013

UK online spending up but customer satisfaction drops

British consumers spent over £10 billion (US$16.3 billion) online during November, 20% up on the same period last year, according to the latest data released by IMRG Capgemini. Meanwhile, ForeSee's annual research finds UK customer satisfaction with online shopping has dropped for the first time in a decade.

by Helen Leggatt

Online sales in November, 2013, grew by 20% compared to last year and 30% compared to October, 2013, making November's sales the strongest the sector has seen for ten years.

Mobile influence is plain to see - mobile transactions were up a whopping 81% year on year. With tablet use likely to continue rising in the coming months, retailers must ensure their websites are optimized for mobile use.

"E-retail continues to be the growth engine of an otherwise struggling retail sector and as online spending exceeds £10bn in one month we can see just how integral the online and mobile channels have become to the shopping experience," said Chris Webster, VP, head of retail consulting and technology at Capgemini. "With the introduction of great value tablet devices offering better accessibility than ever before, the sector is only set to rocket in 2014."

However, despite the impressive sales figures, customer experience analytics firm ForeSee's annual Experience Index (UK) found that, for the first time in six years, consumer satisfaction with online shopping has fallen. While the decrease is small - down from 74 last year to 73 this year - ForeSee says this fall is "meaningful".

"After witnessing the aggregate customer satisfaction score increasing every year we've reported on the top 40 UK retailers' Christmas performance, it's disappointing to see a drop this year," said Larry Freed, chief executive at ForeSee "It may be a fall of only one point, but this represents significant fallout for many - especially those which have seen larger drops."

Image via Shutterstock

Tags: consumer spending, ecommerce, retail, UK

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