Online Shopping Experience Survey Report - June 2011

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Customer Experience Survey Report

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  • you can check out for 2013 its increasing day by day
    Bulkmarketplaza
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  • very well presented.. good work
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  • nice report of online shopping sites
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  • Do u have any report regarding flipcart.com. If u have plz send it across narlapativamsi@gmail.com............
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  • I think online ordering is an innovative idea. It saves time and the energy to go somewhere and having to put up with the crowd and long queque. Many Indian companies are going this way and thus are getting close to their customer base. Home delivery also gives an opportunity to have a direct interaction with the consumer. A new company www.mygrahak.com is doing the same - they are delivering FMCG and grocery products to the doorstep. Not only that, they also give 4% discount on all FMCG orders.
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Online Shopping Experience Survey Report - June 2011

  1. 1. Survey Report: Online Shopping Experience 2011 lets innovate June, 2011 GreenHONCHOS
  2. 2. Which product or products did you generallypurchase via online channel? Electronics 61% Books 30% Apparels 23% Shoes 13% Flowers 39% Others 25%Most Indian customers are buying “Electronics & Appliances”, “Flowers & Gifts” & “Books” viaonline channels.How did the products price compare to otheronline/ offline channels? Fair Poor 50.00% 12.50% Excellent 6.30% Good 31.30%Close to 90% of customers are satisfied with the price offered by various online playersNo of Respondents: 188 Geography: India Survey Duration: 5 days
  3. 3. Who is favorite Online shopping player? Flipkart 8.10% Yebhi 0.00% Infibeam 6.50% Indiaplaza 8.10%Fashionandyou 16.10% Letsbuy 1.60% eBay 46.80% BabyOye 0.00% FirstCry 0.00% Myntra 12.90%eBay is by far the most trusted online player in India. Fashinandyou and Myntra are leadingamong the new online playersDid you use any coupons or receive adiscount of any kind? No 56% Yes 43%56% of the customers have not received any discount coupon or discountNo of Respondents: 188 Geography: India Survey Duration: 5 days
  4. 4. Would you purchase another product throughthe same means? Yes 58% May Be 39% Never 3%More than 40% of the customers are not sure whether they would continue to use their existingonline player. This clearly indicates that Indian customers are still ordering product by product,and there is a very high probability that any new entrant would be able to capture the market byoffering low price and superior customer service.Do you get exciting offers from your favoriteonline player? Yes, Occasionally 54% No, Never 23% Yes, Regularly 23%No of Respondents: 188 Geography: India Survey Duration: 5 days
  5. 5. Please rate your overall online shopping experience Poor 2% Good 54% Excellent 11% Fair 33%Only 2% of the customers were not satisfied with the online shopping experience. 33% of thecustomers are Neutral, and the online players have to focus on retaining this customer base tocontrol customer churn and move them to higher satisfaction bucket.Thinking back to your experience with , please indicateyour degree of agreement with the following statements. Strongly Strongly Agree Neutral Disagree Agree DisagreeI prefer making a purchase from to using local 15% 46% 29% 6% 4%offices, malls or stores.I prefer over other home shopping services 10% 19% 29% 35% 8%(i.e., catalogs, "1-800" services or television).Doesnt just sell products or services-it 6% 49% 32% 8% 6%entertains me.I received special rewards and discounts from 6% 33% 33% 22% 6%doing business with my favorite online player.I say positive things about my favorite online 13% 50% 32% 4% 2%player to other people.I consider my favorite online player to be my 15% 43% 23% 17% 2%first choice when I need products or servicesof this type.The "look" of web site is appealing to me. 20% 50% 19% 9% 2%I really like doing business with my favorite 7% 43% 43% 6% 2%online player.No of Respondents: 188 Geography: India Survey Duration: 5 days
  6. 6. Strongly Strongly Agree Neutral Disagree Agree DisagreeI intend to continue to visit site of my favorite 22% 46% 30% 0% 2%online player in the future.I intend to purchase from my favorite online 22% 46% 28% 2% 2%player in the future.Is one of the first places I intend to look when I 15% 55% 19%need the type of merchandise or services it 6% 6%provides.It would require a lot of time and effort on my 6% 17% 33% 37% 7%part, to set up an account with another onlineplayer.It would take a lot of time and energy to look 2% 21% 35% 33% 10%for another online player for this type ofproduct.The products and/or services I purchased from 13% 59% 23% 2% 4%were a good value.Customers are happy with their preferred online players, but they will not take much time to switchto the competitor, if not being treated as a valued customer or if their preferred online player isnot able to match the market price point.Why you prefer an online shopping channel incomparison with store/ mall channel? Highly Convenient 53% Better Price 44% Easy to Search 67% Availability of Information 44%Products Not Available Elsewhere 23% Online Product Ratings 21%Product features, ratings and price comparison are the top most enablers for online shopping.There is a very high probability that customers would first search for the price, feature and ratingscomparison before buying anything online. It is advisable for all brick n’ mortar retailers to addprice, product features and ratings on their website to drive traffic to their stores.No of Respondents: 188 Geography: India Survey Duration: 5 days
  7. 7. What is the top criteria to chose your onlineshopping portal? Price/ Offers 81% Product Availability 47% Genuine Product 51% Delivery Time 28% Quality of Customer Service 40%81% of the customers would chose the online player basis price point.No of Respondents: 188 Geography: India Survey Duration: 5 days
  8. 8. lets innovateGreenHONCHOSPh: +91-120-4159841Email: info@greenhonchos.comWebsite: www.greenhonchos.com

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