ecommerce customer service measuring performance

Simplr Consumer Online Shopping and Customer Service Study


What 750 Consumers Told Us About Their Holiday Shopping Plans and Why CX Matters

The global pandemic is continuing to reshape the retail sector, fueling $189B in anticipated online holiday sales and forcing brands to wage a virtual battle for customer loyalty. This survey sheds light on the pivotal role customer service plays in consumer purchase decisions, as well as consumer attitudes about how retailers will handle the online shopping juggernaut.

This online survey of 750 consumers ages 21 and older who made online purchases in the last 30 days was conducted October 22-October 28, 2020. The survey is representative of the general adult population (gender, age, presence of children in household and geography) from Dynata’s consumer panel. The margin of error  for a sample size of n=750 is +/-3.6 pts.

Below are some of the findings of the report. The entire report can be found here

More consumers have planned to do most of their holiday shopping online

60% of consumers give a retailer more business if it provides exceptional customer service

Fast response to inquiries, followed by 24/7 availability, are key factors to exceptional customer service

Curious to learn more about what 750 consumers told us about holiday shopping and CX expectations? Download the full report and connect with our team to talk about how Simplr can help you deliver for NOW customers year round.