The document summarizes research on online shopping behaviors in the Netherlands. It finds that:
1) Travel products are most likely to be researched online and purchased online, while most other categories are still purchased offline despite online research.
2) Search engines are the most commonly used website for online product research, especially for travel, technology, and automotive products.
3) Over half of online shoppers in the Netherlands have redeemed a promotional voucher or code when making online purchases.
4) Consumers appreciate the convenience of online shopping but some find delivery costs and returning items to be issues.
Oliver Berger //Abstract, Werdegang, Projekte & ReferenzenOliver Berger
Da ich kein Freund "klassischer" Bewerbungen bin und mir das Facebook Timeline Format als sehr gut geeignet erschien, habe ich mich dazu entschlossen, Informationen zu mir, meinem beruflichen Werdegang, betreuten Projekten und einige Referenzen auf diese Art und Weise zugänglich zu machen.
This research report from AIMIA (sponsored by Reactive) looks what Australian retailers are doing to evolve their eCommerce offering.
The research aims to give retailers and AIMIA members an independent benchmark by which to assess their own business priorities and opportunities in this space.
ptimal site performance directly impacts the customer experience, preventing shoppers from abandoning retailers’ sites. However, smartphones and tablets are now impacting customer expectations regarding traditional web sites. As many as 70% of mobile shoppers expect a page to load as quickly on their phone as their desktop. But in reality, mobile pages load 3 to 4 times slower than an average web page. Join Steve Rowen, Managing Partner of Retail Systems Research (RSR), and M.J. Johnson, Director of Product Marketing for mobile and site performance at Akamai, to learn how to deliver optimized site performance.
Presented during the High Performance Marketing Conference 2012, organized by Accenture on February 9th 2012. This presentation was given by Jarno Zange of ABN Amro, and discussed Multi channel transformation and the boost of mobile.
Oliver Berger //Abstract, Werdegang, Projekte & ReferenzenOliver Berger
Da ich kein Freund "klassischer" Bewerbungen bin und mir das Facebook Timeline Format als sehr gut geeignet erschien, habe ich mich dazu entschlossen, Informationen zu mir, meinem beruflichen Werdegang, betreuten Projekten und einige Referenzen auf diese Art und Weise zugänglich zu machen.
This research report from AIMIA (sponsored by Reactive) looks what Australian retailers are doing to evolve their eCommerce offering.
The research aims to give retailers and AIMIA members an independent benchmark by which to assess their own business priorities and opportunities in this space.
ptimal site performance directly impacts the customer experience, preventing shoppers from abandoning retailers’ sites. However, smartphones and tablets are now impacting customer expectations regarding traditional web sites. As many as 70% of mobile shoppers expect a page to load as quickly on their phone as their desktop. But in reality, mobile pages load 3 to 4 times slower than an average web page. Join Steve Rowen, Managing Partner of Retail Systems Research (RSR), and M.J. Johnson, Director of Product Marketing for mobile and site performance at Akamai, to learn how to deliver optimized site performance.
Presented during the High Performance Marketing Conference 2012, organized by Accenture on February 9th 2012. This presentation was given by Jarno Zange of ABN Amro, and discussed Multi channel transformation and the boost of mobile.
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The Webinar organized by Endeavour - The Mobility Company, held on July 28, 2010 explored the increasing use in healthcare and its future.
For more information on mHealth, visit: www.techendeavour.com
4. Methodology 4
• Target group: Internet user in Netherlands, 14 years and older
• Sample: N=2,026 Internet users
• Methodology: Online Questionnaire
• Fieldwork: March 29th – April 18th,
• Research company: TNS Infratest
• End product: www.consumerbarometer.eu
6. Summary 6
• Online consumers in Netherlands purchase a wide variety of products online
• Travel products are most likely to be researched online, and are more likely
to be purchased online than offline
• Technology items see high levels of online research and purchase, as do
finance products
• M&E&L products are purchased online to a great extent, consumers still tend
to purchase products from the remaining categories offline
• Search engines are the most commonly used type of website for online
research and mainly used by respondents who search for travel, tech or
auto-related information
• Over half of online consumers in the Netherlands have redeemed a product
voucher or code when purchasing products online
• Consumers appreciate the convenience of online shopping
8. Total Purchase 8
• In the past 12 months, the vast majority of consumers have bought retail and
CPG &healthcare products
Share of Purchasers within last 12 months
Base: Onliner
Retail (net) 90%
For each vertical, the graph CPG&Healthcare (net) 83%
shows the percentage of
respondents who purchased Tech (net) 78%
at least one product within
the respective vertical.
M&E&L (net) 68%
Multiple product purchases
within a vertical are still only
counted once - hence "net". Travel (net) 55%
The maximum net
percentage therefore is Auto (net) 42%
100%.
Finance (net) 31%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Question: When did you last buy any of the following products or services: within the last 3 months, the last 6 months, the last 12 months, more than 12 months or never?
Source: Q1 / Consumer Commerce Barometer / TNS Infratest, Fieldwork March 29-April 18, 2010 / base: n =2,026
9. Method of Purchase 9
• Purchasers of travel purchase significantly more products online than offline.
Further, tech, M&E&L, retail and finance products are often purchased online
Method of Purchase
Base: Online and Offline Shopper
100% 94%
91%
90% 82% 81%
80% 76%
70% 65% 64%
60%
56% 57%
60%
48%
50%
38%
40%
30% 23%
20% 14%
10%
0%
CPG&Healthcare Retail Auto Tech Finance M&E&L Travel
Bought offline Bought online
Question: Thinking about the last time you bought each of these products or services, how did you purchase them: online, by phone, by catalogue, in a store/agency/
showroom or any other way?
Source: Q2 / Consumer Commerce Barometer / TNS Infratest, Fieldwork March 29-April 18, 2010 / base varies for each product
category
10. Segmentation of Product Categories 10
1 Personal appliances
100% 2 Domestic appliances
Research Online 3 Books
4 Clothing & accessories
5 CDs/DVDs
6 Toys
7 Footwear
8 Gifts, flowers, greetings
9 DIY, Tools, Garden Equipment
10 Home Furnishings/Furniture
Research online 11 Home and household goods
12 Sport equipment
13 Mobile phone subscription
14 Audio devices
15 Computer hardware
31 16 Digital camera/camcorder
17 Visual devices
18 Computer software/video games
33 19 Printer supplies
20 Mobile phone (handset)
20 13 21 Computer peripherals
15
22 Health products
32 23 Groceries
25 21 16 18
19 36 24 Cosmetics/beauty products
2 28 25 Cars
17 14
3 26 Car Parts or Accessories
35 5 27 Cinema Tickets
29 34
10 30 28 Event tickets
29 Real estate
Research offline 1 26 12 4
27 30 Business Travel
6 31 Hotels
11 32 Package Holidays
9 22 33 Leisure Flights
7 24 34 Personal Loans
8
100% 35 Home insurance
Research Offline 23
36 Car insurance
100%
Purchase Offline Purchase offline Purchase online 100%
Purchase Online
Selection: Bought at least 1 product of the respective category in the last 12 months (max. n=18 items)
12. Websites Used for Online Research 12
• Search engines are the most commonly used type of website for online
research. In contrast, (micro)blogs and financial websites are hardly used
Websites Used for Online Research
Base: Onliner
Search Engines 59%
Manufacturer 41%
Price Comparison 38%
Consumer Reviews 35%
Online auction 30%
Retailer 27%
Mapping 21%
Social Networking 9%
Video Portals 9%
Bulletin Boards 8%
Financial 5%
Blogs 4%
Microblogs 2%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Question: Thinking in general, what sorts of websites do you use in researching purchases you make either online or elsewhere e.g. in a store / agency / showroom / by phone, etc.
Source: Q5 / Consumer Commerce Barometer / TNS Infratest, Fieldwork March 29-April 18, 2010 / base: n = 2,026
1
2
13. Search Engine Usage 13
• Search engines are mainly used by respondents who search for travel, tech
or auto-related information
Search Engine Usage
Base: Online Researcher
Mean: 57%
Travel 68%
Tech 66%
Auto 65%
Retail 57%
Finance 55%
M&E&L 49%
CPG&Healthcare 39%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Question: And for which of these products or services, did you use a search engine to help do your research?
Source: Q3.2 / Consumer Commerce Barometer / TNS Infratest, Fieldwork March 29-April 18, 2010 / base varies for each
product category
1
3
15. eCommerce Attitudes: Security 15
I always read the Terms &
Conditions before buying
an item online.
I’m comfortable
buying products
from foreign 44%
websites. I’m comfortable buying
products from
unfamiliar websites.
19%
16%
Question: Thinking about online shopping to what extent do you agree or disagree with the following statements?
Source: Q7.2 / Consumer Commerce Barometer / TNS Infratest, Fieldwork March 29-April 18, 2010 / base: n = 2,026
Top 2 on a 5 point scale = strongly agree, agree
16. eCommerce Attitudes: Loyalty & Convenience (1/2) 16
I only buy from
websites where I am
The internet is the first already a customer
place I usually go to
when researching
products to buy.
Online shopping is I have changed my mind
convenient and 25% about which brand to buy
saves me time. following research on the
61% web.
64%
30%
Question: Thinking about online shopping to what extent do you agree or disagree with the following statements?
Source: Q7.2 / Consumer Commerce Barometer / TNS Infratest, Fieldwork March 29-April 18, 2010 / base: n = 2,026
Top 2 on a 5 point scale = strongly agree, agree
1
17. eCommerce Attitudes: Loyalty & Convenience (2/2) 17
I find arranging
suitable delivery times
I may do research
difficult.
online, but will only
purchase a product in a
store.
21% I find returning items
I find delivery of goods
to be unsatisfactory/
purchased online is
difficult. 20%
too expensive.
39%
40%
Question: Thinking about online shopping to what extent do you agree or disagree with the following statements?
Source: Q7.2 / Consumer Commerce Barometer / TNS Infratest, Fieldwork March 29-April 18, 2010 / base: n = 2,026
Top 2 on a 5 point scale = strongly agree, agree
18. eCommerce Attitudes: Online Promotions 18
I have ever redeemed a
promotional voucher or
discount code when
buying products online.
I have ever bought
something as a direct
result of an email I have
I have ever bought a
received from a retailer.
53% product as a result of
reading a recommendation
from the retailer.
19%
22%
Question: Thinking about online shopping to what extent do you agree or disagree with the following statements?
Source: Q7.2 / Consumer Commerce Barometer / TNS Infratest, Fieldwork March 29-April 18, 2010 / base: n = 2,026
Top 2 on a 5 point scale = strongly agree, agree
1