How Satisfied Are US Consumers With Web-To-Store Shopping?
December 7, 2009
Why Read This Report
Although single-channel interactions satisfy more than 70% of consumers, the results aren't so great when it comes to Web-to-store shopping. Less than two-thirds of consumers are satisfied when researching apparel/footwear/accessories, consumer electronics, and wireless products and services on a company's Web site and then purchasing in a store. In fact, they cite common problems like missing inventory information, inconsistent prices, and difficulty finding products in the store. In order to improve the transitions between the Web and the store, customer experience professionals should provide consistent information regardless of channel and add Web site functionality like viewing store inventory online.
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 Store-To-Web Shopping?
May 17, 2010 | Adele Budovsky
The Canada Customer Experience Index, 2015
June 8, 2015 | Megan Burns
The Customer Experience Index, Germany 2014
May 28, 2014 | Jonathan Browne