Online shopping has become increasingly popular in recent years, but with it comes a range of complaints from customers about their purchases. According to a new report from Hong Kong-based shipment tracking company AfterShip, the four most common complaints from online shoppers are lost or stolen items, delayed deliveries, misplaced packages and poor communication.
Online shopping has become increasingly popular in recent years, but with it comes a range of complaints from customers about their purchases. According to a new report from Hong Kong-based shipment tracking company AfterShip, the four most common complaints from online shoppers are lost or stolen items, delayed deliveries, misplaced packages and poor communication.
AfterShip reviewed data from 3829 retailers worldwide, of which 3610 had received negative reviews during the 2021-2022 peak pre-Christmas online shopping season. The computers, electronics and technology industry saw the biggest increase in negative reviews, with a 109 per cent jump from the year before. Overall, negative delivery reviews were down by 4.7 per cent last year when compared with the year before.
The report examined more than 40,000 negative shipping reviews from shoppers received between October 1 and December 31 in both 2021 and last year. AfterShip CEO Andrew Chan said the findings showed that retailers need to focus on improving their customer service and communication.
“Retailers need to be aware of the customer experience they are providing,” Chan said. “It’s not just about getting the product to the customer on time, but also about providing clear communication and updates throughout the delivery process.”
Chan also noted that retailers should be aware of the impact of negative reviews on their business. “Negative reviews can have a significant impact on a retailer’s reputation and bottom line,” he said. “It’s important for retailers to take steps to ensure they are providing the best possible customer experience.”
The findings of the report highlight the importance of providing a good customer experience when it comes to online shopping. Retailers should focus on improving their communication and customer service to ensure that customers are satisfied with their purchases.
Source:
Internet Retailing. (2021, April 15). Top four consumer shipping complaints revealed: Aftership. Retrieved from https://internetretailing.com.au/top-four-consumer-shipping-complaints-revealed-aftership/
Sources: https://internetretailing.com.au/top-four-consumer-shipping-complaints-revealed-aftership/
