Survey: 56% of Online Shoppers Say Purchase Decisions Are Influenced Mostly By Customer Service

Company Brief

National, June 18, 2015:

CompareRaja.in, one of the leading online price comparison services in India conducted a survey on top 5 factors that influence purchase decision of online shopper. It has come to the fore that Customer Service is the pivotal factor. Among the 1000 respondents who took the survey, about 56% of them testified a good customer service is what they look for while buying products online. The survey was conducted on CompareRaja’s site and social networking platforms wherein the respondents were asked to rate the factors as most important, important or least important. The 5 factors listed in the survey were Customer Service, Payment Options, Discount, Speed of Delivery and Exchange Policy.

Customer Service is closely followed by Discount Offers, whereas Payment Options emerged as the third most important factor that influences the purchase decision of online buyer. Speed of Delivery and Exchange Policy of the seller received less no. of votes as compared to the other factors.

With the high percentage of respondents rating customer service as the crucial factor for the online purchase decision, it makes it imperative for the e-commerce sites to focus on their customer relationship management in order to build brand loyalty. Businesses can use the power of social media to reach out to the customers and establish a rapport with them. Recently, social media has also become an important tool for online relationship management (ORM) wherein brands address customer grievances and build reputation.

The fact is underpinned by the recent Maggi saga. It has been proactive on the social media platforms addressing each and every query reading the controversy and has been constantly updating the latest development about it. If you check the Maggi India page on Twitter and Meri Maggi page on Facebook, you will find the amount of support the brand has garnered simply by connecting with them on these platforms.

Earlier, last month the team at CompareRaja conducted a survey to study the impact of online price comparison on offline shopping. The insights gained from both the surveys are quiet useful for upcoming online brands to build customer base.

Talking about the survey and the dynamic face of e-commerce industry in India, Mr. Anshuman Misra, COO of CompareRaja, said, “Customer experience is the core of all brands and the better one attends to their consumers the better will be the brand loyalty.” All businesses and specially the online ones should take full advantage of the social media platforms to connect with the audience on a personal level and provide them a personalised customer service, he further added.

For further information, please contact:

Harshal shah

Mobile:9004195357

Email: harshal.s@logicserve.com