Twitter
Facebook
Linked In
RSS
Login or Register
New to InternetRetailing?
Register Now
Internet Retailing
IREU Top500 The Customer Report: 2018

IREU Top500 The Customer Report: 2018

You are in: > Home > Themes > Industry

This is your 1 complimentary article for this month

Become a member for unlimited and immediate access.


Register
Already a member? Log in here

Good service is key to premium online sales: study

Linked InTwitterFacebookeCard
Good service is key to premium online sales: study
Good service is key to premium online sales: study

Almost two-thirds of consumers who buy premium products and services say they will continue to spend just as much online in 2012 as last year – despite the recession, new research suggests.

A thousand respondents with an average household income of just £23,000 a year took part in the study by online retail marketing agency Leapfrogg. Some 61% of them said they would not reduce their online spending in 2012, and 30% said they would buy still more. They cited good service and increased confidence in shopping online as factors.

More than a third said they used the web to compare and check prices, while 20% said they searched online in order to research products. But only 14% search for offers and vouchers online.

Almost four in 10 (39%) said lower prices would encourage them to buy premium brands, but one in five (21%) said quality of product and great service would be enough to encourage them to spend on luxuries.

Leapfrogg managing director Rosie Freshwater said: “Premium and high-end brands shouldn't be tempted to undersell themselves by overusing voucher codes and heavy discounting. Consumers are willing to commit to higher prices as long as the shopping experience and customer service is as premium as their purchase.”

She added: “Premium retailers need to make the whole consumer journey easy, from start to finish, not overlooking the importance of offline interactions such as delivery options and, of course post-purchase customer care.”

Linked InTwitterFacebookeCard
Add New Comment
LoginRegister

Become a Member

Create your own public-facing profile
Gain access to all Top500 research
Personalise your experience on IR.net
Internet Retailing
We are the magazine, portal and research source for European ecommerce and multichannel retail, hosting the board-level conversation for retailers, pureplays and brands across all of our platforms. Join the conversation.

© InternetRetailing Media

Latest Tweet

Internet Retailing
Tamebay
eDelivery
Twitter
Facebook
Linked In
Youtube
RSS
RSS
Youtube
Google
Linked In
Facebook
Twitter