More and more customers are complaining about online stores. In 2010, the number of complaints filed with Consumer Rights Ombudsmen by customers making purchases at a distance or off-premises increased by over 7%. Rzeczpospolita, citing research by Gemius, reported on August 19 that the level of trust in online stores is falling. 58% of respondents prefer to see the product with their own eyes before buying, and half are afraid of receiving a different item than the one ordered. Will strengthening consumer rights change this state of affairs?
Perhaps the number and value of online purchases will be positively influenced by actions recently taken by courier companies? And there is a lot to fight for. UPS, one of the world’s largest courier companies, has recorded a 50% increase in the handling of parcels sent by online stores over the last two years. Will it, following the example of its competitors, introduce special solutions for e-stores and e-customers? We quote from Rzeczpospolita:
– 30% of shipments sent via DPD go to customers of online stores. The company recently launched an SMS notification service for shipments with the option to postpone the delivery date by 1-3 days, also via SMS notification. There will therefore be an opportunity to control the parcel collection date.
– about 15% of e-customers are willing to pick up the parcel themselves at an automated terminal. This is a trend that bodes well for the biggest competitor of Poczta Polska, the rapidly growing company InPost. This company already provides 400 parcel lockers for sending and receiving goods purchased online, and plans to increase this number.
Does logistics matter to you as a seller or customer online? Why do you decide to buy or give up on an online purchase?
We invite you to join the discussion:
http://www.facebook.com/BezpiecznyeSklep
If you run an online store and would like to share with us the problems you encounter in your daily operations – write to us.
We invite you to Facebook. We encourage you to send emails: bezpiecznyesklep@ilim.poznan.pl or euro-label@ilim.poznan.pl