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Black Friday: Un 65% de los consumer castiga a las empresas tras malas experienza en una compra online | Diario Financiero


EST viernes kicks off black friday, The Prena Videñas event has been extended until Monday 28 November and is organized by the Santiago Chamber of Commerce (CCS) and its colleagues from Valparaiso and Puerto Montt. And this time, reservations are made taking into account the presence of 1,687 physical stores and over 500 online stores.

Ad portas del evento, la multinational yango delivery desarrolló una encuesta para obtener antecedents sobre la percepción que tienen los Chileanos acerca de las compras online y que tan altos pueden ser los costos para las empresas y marcas que estén ligadas a la mala experiencia de un cliente.

Los resultados showed una alta sensibilidad de los consumptives al dempego de las compañías. “Todo el mundo sabe que Chile ha estado experimentando un fuerte auge del comercio electronico Since the arrival of the pandemic (…) And temporadas de alta demanda como el Black Friday and las ventas navideñas, las entregas successas se convertiren en unapriority para los vendantes have been , considering that the product delivery experience directly impacts customer loyalty,” said Ricardo Escobar, general manager of Yango Delivery in Chile.

El estudio se lévão a cabo a medidad de noviembre con un panel de 500 personas.

En linea con lo señalado por Escobar, los resultados arojaron que 47% of survey respondents assert that they use commercial platforms at least once a month. Compare essential products and use non-essential products at 38%.

Las Malas Experience

53.4% ​​of the Un panel declared that they had a bad experience due to late deliveries, and 24.2% were convinced they had placed orders that never arrived. Similarly, 23.4% claim to have received a missing delivery and 21% claim to have received a damaged item.

Yango’s idea was not an experience so far.

Las respuestas variaron segun la causa del malastar. si el pedido no llega or si lo hace tarde, un 63.4% de los encuestados culpa a la empresa de delivery, muy por encima del 15% que apointa al vendor.

En cambio, si los productos están dañados, la situación cambia radicallymente, aunque todava el major percentage (35.8%) culpa a la compañía de entregas, seguido por quienes apuntan al vendante (26.4%) ya la marca del producto (12.2%).

“No solo se carpa a la empresa de delivery, In addition, consumers are not ashamed to express criticism of a brand or vendor, even if their purchase or delivery experience is negative. I don’t think so,” commented Escobar.

As you can see, 65% of the companies surveyed say they have experienced it. And el desglose, el 45% dijo que, tras una mala experiencia, es “improbable” que vuelva a usar el mismo sitio de e-commerceon the other hand, 20.4% dijo que jamás lo repetiría.

“As this study clearly shows, Chilean consumers are happy to boost the growth of e-commerce, but are willing to look for another part of the business that will let them down in the last mile. That’s why it’s a great opportunity for companies to adopt logistics technology,” says Escobar.

Notably, the survey data also showed that the possibility of returning products was essential for clients, with 96.8% saying it was “very important” to have this option when choosing a platform. En el caso de la ropa, también hay preocupation por poder probarla y un 80% segura que este servicio era essential.





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