May 27, 2009

How Satisfied Are Dutch Consumers With Online Customer Experiences?

This is the fourth document in the "eCommerce Site Satisfaction In Europe" series.

by Jonathan Browne

with Moira Dorsey, Joost van Kruijsdijk, Angela Beckers

Executive Summary (This is a document excerpt)

We asked more than 1,000 Dutch consumers about their satisfaction with Dutch Web sites. The majority reported that they were satisfied or very satisfied with their experiences. Bol.com had the highest satisfaction rates, while Bruna came in last. Dutch consumers were mainly frustrated by sites that made it hard to find — or didn't have — the products they wanted. Other pain points for Dutch consumers were long page loading times and complex processes for payment and checkout. Customer experience professionals need to use appropriate tools to measure customer satisfaction, determine the design changes to improve it, and to make the business case for those improvements.

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