I’m excited to share results today from Baynote’s 2nd Annual Holiday Online Shopping Experience Survey. With so much hype around emerging channels, our survey shows online retailers which of them actually delivered the best online experience according to the shoppers themselves. We’ve also addressed the hype surrounding some of the most talked about topics in online retail, including social, mobile and tablet commerce.
The results are compelling and frequently surprising. While consumers reported an overall improvement in sentiment around their online holiday shopping experience, there is still a lot of room for improvement. Personalization, deemed one of the most important attributes of a positive online shopping experience, remains an important area of focus for retailers, with 93 percent of shoppers reporting that personalized shopping experiences on retail websites met or exceeded their expectations, but fell short on newly emerging retail channels like smartphones, tablets and Facebook. Based on our findings, Baynote predicts that retailers will be working hard to improve the customer shopping experience across these new channels in the coming year, especially on tablets, which we believe will dominate in 2012.
Here’s a peek at some of the key findings:
In the coming days and weeks, we’ll be doing a series of deeper dive posts on this blog about some of the more compelling themes coming out of this year’s study.
In the meantime, if you’re interested in seeing the full results, we have created a presentation on our findings, which you can review at baynote.com/resource/baynote-2012-holiday-online-shopping-experience. For the highlights only, we also issued a news release this morning baynote.com/news/consumer-sentiment-with-online-holiday-shopping-experience-improves.