How Satisfied Are US Consumers With Store-To-Web Shopping?
May 17, 2010
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.
Already a Client?
Log in to read this document.
Become a Forrester Client
Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
How Satisfied Are US Consumers With Web-To-Store Shopping?
December 7, 2009 | Adele Budovsky