Tag Archives: Online shopping

Click And Regret: Brits Wasting Over Half A Billion Pounds Every Year Shopping Online

ERT Blog

A new survey from marketing agency, Gekko, has revealed the shocking waste now involved with online shopping. According to the ‘Click and Regret’ report, £641m is the astonishing figure consumers are wasting online every year buying goods they don’t want and failing to return them.

The survey of 2,000 UK adults conducted by One Poll on behalf of Gekko revealed that 27 per cent of respondents (equating to 12.4m UK adults) order goods online they regret buying but fail to return. The average amount wasted every year is £51.90 per person, equating to £641m overall. Nearly a third of UK adults (31 per cent) also confess to being lured into buying items they don’t want or need and 70 per cent regularly regret buying things online so send them back.

Despite people seemingly unable to resist the temptation of spending money online, nearly half felt that the ease of shopping online fuels extensive shopping habits and 43 per cent said they also spend more money online than they originally intended.

Although internet shopping is meant to be time efficient, a whopping 65 per cent said they spent more time shopping online than they expected because there’s too much choice 69 per cent, they want to hunt for the best prices 54 per cent and they feel compelled to shop around 34 per cent.

However, respondents also claim to be concerned about the environmental impact of online shopping, with 75 per cent worried about the excessive use of packaging and single use plastics. Meanwhile, 70 per cent said they were concerned about the societal impact on the high street and local economy of increasing online shopping.

Daniel Todaro, MD at Gekko, commented: “It’s clear from this research that online shopping can be a false economy. Although in theory we can return the goods we buy, many of us are too busy to bother, so what starts as convenient soon becomes costly and inconvenient. This results in unwanted goods cluttering cupboards, gathering dust in wardrobes or heading for landfill at an alarming rate.

“With our high street suffering and many people still enjoying its benefits such as try before you buy, excellent customer service and immediate purchasing experience, people should be more mindful before they click and get out and support their local businesses, help the environment and their pockets.”

To read the full article please visit ERT.

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Click and regret: Brits wasting over half a billion pounds every year online on unwanted goods

Lovely Mobile Blog

A new report – Click and Regret – from marketing agency Gekko has revealed the shocking waste now involved with online shopping. According to the survey, £641m is the astonishing figure consumers are wasting online every year buying goods they don’t want and failing to return them.

The survey of 2,000 UK adults conducted by One Poll on behalf of Gekko reveals that 27% of respondents (equating to 12.4m UK adults) order goods online they regret buying but fail to return.

The average amount wasted every year is £51.90 per person equating to £641m overall. Nearly a third of UK adults 31% also confess to being lured into buying items they don’t want or need and 70% regularly regret buying things online so send them back.

Despite people seemingly unable to resist the temptation of spending money online, nearly half felt that the ease of shopping online fuels extensive shopping habits and 43% said they also spend more money online than they originally intended.

Although internet shopping is meant to be time efficient, a whopping 65% said they spent more time shopping online than they expected because there’s too much choice 69%, they want to hunt for the best prices 54% and they feel compelled to shop around 34%.

However, respondents also claim to be concerned about the environmental impact of online shopping with 75% worried about the excessive use of packaging and single use plastics. Meanwhile 70% said they were concerned about the societal impact on the high street and local economy of increasing online shopping.

Daniel Todaro, MD, Gekko comments: “It’s clear from this research that online shopping can be a false economy.  Although in theory we can return the goods we buy, many of us are too busy to bother, so what starts as convenient soon becomes costly and inconvenient. This results in unwanted goods cluttering cupboards, gathering dust in wardrobes or heading for landfill at an alarming rate.  With our high street suffering and many people still enjoying its benefits such as try before you buy, excellent customer service and immediate purchasing experience, people should be more mindful before they click and get out and support their local businesses, help the environment and their pockets.”

To read the full article please visit Lovely Mobile News.

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Customers want service not sci-fi from high street retailers

Blog

We all know the 2019 outlook for brick and mortar retail looks troubled and indeed it’s barely a month into the year and we’ve already seen Patisserie Valerie collapse into administration. Are we surprised? You only need to look at the makeup of the high street to see the extraordinary amount of competition facing a business like this coupled with the fact that the business hadn’t changed much since its launch. It needed to adapt and if brick and mortar retailers focus on aligning their strategies to current market conditions and take on board what customers say, a one size fits all decline isn’t inevitable.

We recently conducted a survey ‘Service, not Sci-Fi’ that looked at the reasons people were turning away from retailers but also how they might turn back. While cost cutting and staff consolidation might be the first response to disappointing figures, our survey showed this could have an immediate detrimental impact on sales. Our study found that 81% of UK shoppers felt that personal touch had disappeared from retail customer service in modern Britain. Almost a third (32%) blamed an over-reliance on technology for this decline. And half of those polled thought that companies in the UK use technology to save money, rather than improve customer experience.

Despite living in a world driven by technology, most people don’t want technology to sacrifice human opinion and experience. Only 30% said they would like to see ‘smart pricing’ initiatives adopted by retailers, where prices change in real time depending on demand, 22% would like to see smart mirrors that show a 360 view of themselves, 16% desire a VR changing room, while 14% want AR for visualise products at home and 9% seek a talking robotic assistant.

When asked what makes a great brick and mortar shopping experience, half of those polled said it was down to having good staff on the shop floor; staff that know the products (49%) and staff that go the extra mile (47%). Coupled with this, 61% of the nation would prefer to deal with someone face-to-face when complaining, while 59% liked a human interaction when enquiring or trying to find out more about a product and 73% wanted to see someone when being issued with a refund.

And back to the impact on the bottom line – a third of Brits say that the personal touch is more likely to encourage them make a repeat purchase, and more than a fifth (22%) claim they always spend more money in a shop if they are served by a good assistant, incrementally adding to sales. Over a third (34%) of shoppers stated that a poor experience has driven them to buy from another retailer.

The research also highlights the impact of the decline of local retailers, with a quarter of Brits saying they miss shopping somewhere where people recognise them and 16% confessing to preferring talking through a purchase with someone in-store, while a quarter reveal that online shopping is less fun than buying something in a real shop. The convenience of a store’s location is also important according to 43% of respondents which means that retailers should consolidate their estates. Many will notice immediate effects. This only emphasises the need to carefully consider the experience provided in-store and whether their staff can deliver the expected experience.

With traditional retail under more pressure than ever and an astonishing 81% of people feeling that the personal touch has disappeared from shopping, businesses need to focus on their customer experience strategies to keep people coming back for more.

To read the article please visit The Drum.

To read more about our Service not Sci-fi research please visit the Gekko website.

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