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For Customer Experience Professionals

How Satisfied Are US Consumers With Store-To-Web Shopping?

May 17, 2010

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  • By Adele Sage
  • with Elizabeth Boehm,
  • William Chu,
  • Rachel Zinser

Why Read This Report

Only half of consumers are satisfied with their experiences when researching apparel/footwear/accessories, consumer electronics, and wireless products and services in a store and then purchasing on the company's Web site. They cite common grievances like added shipping fees online, inconsistent prices, and difficulty finding products on the Web that they'd seen in the store. To smooth customers' transitions between the store and the Web, customer experience professionals should help shoppers take home enough information to find the same products on the Web and find ways to give in-store shoppers free online shipping.

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