September 30, 2008, 12:00 AM

Plans to improve the shopping experience

How retailers plan to make their web sites more attractive shopping destinations. A new survey from Retail Systems Research.

Internet Retailer

Plans to improve the shopping experience

Although online retailing is scoring higher than stores in customer satisfaction surveys, retailers are still learning the best ways to please online consumers, research and advisory firm Retail Systems Research LLC says in a new study, “Playing Well with Others: eCommerce’s Evolving Role in the Customer Experience-Benchmark Report 2008.” 42% of average retailers and 55% of “winners” (retailers that outperform their peers in sales) expect the online channel to account for more than 30% of total sales by 2011. But reaching that goal will require improvements in several areas. While 77% of retailers in the study said they expect to benefit from better designed checkout screens, only 38% said they currently realize those benefits. And providing updated information on products and availability remains a challenge. Nonetheless, the study points to several areas where retailers are investing in e-commerce technology and strategies, including online video and product reviews, to push e-commerce to new heights.

Comments

Sign In to Make a Comment

Comments are moderated by Internet Retailer and can be removed.

Not a member? Signup for free today!

Advertisement

Advertisement

Advertisement

Relevant Commentary

FPO

Jason Squardo / Mobile Commerce

Five tips for achieving high mobile search rankings

Searches on mobile devices will soon exceed those on computers, Google says. Retailers that keep ...

FPO

Sergio Pereira / B2B E-Commerce

Quill turns to its B2B customers for new ideas

Coming in April is a new section of Quill.com that will let customers and Quill ...

Advertisement