We use cookies to provide you with a better experience. If you continue to use this site, we'll assume you're happy with this. Alternatively, click here to find out how to manage these cookies

hide cookie message
80,259 News Articles

47% of Brits want online complaint facility

Retailers failing on online support

Nearly half of Brits want to complain to an online retailer through their website, says 1&1 Internet.

Research by the web hosting firm revealed that 45 percent of online shoppers choose an online retailer based on whether or not they have a feedback facility on the site.

"As more of us choose to make purchases online, there will be increased demand for online-based after-sales functions such as complaints handling. Britons clearly value the speed and convenience of internet-based options," said Oliver Mauss, CEO of 1&1 Internet.

Visit Broadband Advisor for the latest internet news, reviews, tips & tricks - and to take advantage of PC Advisor's unique, independent Broadband Speed Tester

Unfortunately, only 17 percent of UK retailers are aware that consumers want a complaints facility on websites, while 36 percent believe there is no benefit from web-based communication facilities such as customer live-chat or feedback forms.

According to 1&1 Internet, 24 percent of Brits claimed to have had at least one negative online shopping experience while 64 percent have admitted to feeling negative emotions such as stress or concern as a result of an online purchase.

"Having leveraged the internet to win a customer, businesses have much to gain from taking simple steps to maintain that connection. In a challenging economy, enterprises that can resolve customer care issues swiftly online are likely to receive increased customer loyalty and spend," added Mauss.

See also: 41% of Brits scared of shopping online


IDG UK Sites

Windows 9 launch event live: Windows 9 launch live blog - find out first as the new Windows is...

IDG UK Sites

Windows 9 and the death of the OS as a must-have product

IDG UK Sites

Video trends: 4K is here โ€“ HDR video, VR and 3D audio is coming

IDG UK Sites

Best iPhone 6, iPhone 6 Plus deals: iPhone 6, iPhone 6 Plus tariffs, contracts and prices UK