A report from an e-commerce fraud protection company, ClearSale, has shown that while different customers want different things when it comes to online shopping, all of them still want excellent customer experience.
The annual report, titled State of Consumer Attitudes on Ecommerce, Fraud & CX 2021, highlighted trends in online consumer attitudes and behaviors and how the pandemic impacted global e-commerce. It also offers a retail roadmap to improve customer experience, fraud-control processes, and build long-term customer relationships.
The key findings include the following insights:
- About 13% of the consumers surveyed shopped online for the first time because of the pandemic.
- Younger consumers don’t like to pay with cards, with only 20% of shoppers under the age of 55 using their credit card when shopping online.
- Older consumers don’t care too much about personalized experiences, with only 11% of shoppers aged 65 and older want to see product suggestions.
- Checkout needs to be simpler. The report showed that 35% of online shoppers leave if checkout is too complex or takes too long.
- About 40% of consumers will boycott a merchant after a false decline.
The findings indicate that consumers have high expectations for e-commerce experiences and have little patience for retailers who fail to meet those expectations.
“This report shows that every e-commerce business needs to put themselves in the shoes of their customers,” said Rafael Lourenco, ClearSale EVP and Partner. “Every part of your business, including your fraud protection, needs to align with delivering personalized and excellent CX.”