Consumer Attitudes
Local Mobile Customer Feedback, February 2013 [CHART]
Overall local feedback – whether delivered via tips, checkins, reviews, comments, or photos – tends to be positive, ranging from a high of 96% positive feedback to a low of 57% for quick service restaurants (QSRs).
Read MoreThe Evolution Of Shopping, February 2013 [TABLE]
73% of online shoppers agree that their path to purchase is more complex and less direct than it used to be.
Read MoreTop Brands For Customers’ Emotional Engagement, February 2013 [TABLE]
A new study from Brand Keys measures customers’ emotional engagement with 375 brands across 54 categories, finding that Amazon is among the closest to an ideal score of any brand in its respective category.
Read MoreTop Reasons For Consumers To Distrust Online Reviews, April 2012 [CHART]
Poor grammar and spelling were as suspect as a website that seemed untrustworthy in itself.
Read MoreHow Online Customer Reviews Affect Perceptions Of Local Businesses, 2010 & 2012 [CHART]
28% said they trusted reviews if there were multiple reviews; 24% said they trusted the reviews if they believed them to be authentic; and 20% said they trusted reviews for some types of businesses but not others.
Read MoreConsumers' Trust In Online Reviews, August 2012 [CHART]
The question is whether consumers can see past bogus reviews as isolated incidents or if such reviews are pervasive enough to threaten the confidence of shoppers.
Read MoreExecutives' Views On Customer Experience & Loyalty, February 2013 [CHART]
74% of American senior executives surveyed by Oracle strongly agree that customers’ experiences impact their willingness to be loyal advocates.
Read MorePlanned Time Spent At Facebook In 2013, February 2013 [CHART]
38% of Facebook users aged 18-29 say they’ll spend less time on the site over the coming year.
Read MoreOnline Shopping Cart Metrics, Q3 2011 – Q3 2012 [CHART]
The add-to-cart rate increased by 2 percentage points, while the cart conversion rate decreased by 2.7 points from 2011 to 2012.
Read MoreShopping Cart Abandonment Rates, Q4 2009 – Q3 2012 [CHART]
Over the past four years shopping cart abandonment rates have run in the 60% range, meaning six in 10 shoppers who place items in a cart do not check out.
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