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Below you'll find a list of all posts that have been tagged as “shopper insights”

Poor customer service leads to brands losing customers while positive experience drives word-of-mouth recommendation

Poor customer service leads to brands losing customers, while positive experience drives word-of-mouth recommendation

freddie.benjamin October 22, 2022 Shopper Insights

Two in three (66%) of shoppers say they are likely to abandon a brand after receiving poor customer service. 71% of shoppers saying they are likely to recommend the brand after receiving great customer service

customer serviceshopper insightsword-of-mouth
Most customers are loyal to some brands but do not rule out buying from competitors

Most customers are loyal to some brands, but do not rule out buying from competitors

freddie.benjamin October 22, 2022 Shopper Insights

Brand loyalty and purchase are not so strongly related as more than three in five customers admit to buying from competitor brands and doing so frequently.

brand loyaltyshopper insights
Location based targeting and re-marketing ads are most likely to be deemed ‘creepy'

Location based targeting and re-marketing ads are most likely to be deemed ‘creepy’

freddie.benjamin October 22, 2022 Shopper Insights

Shoppers are most uncomfortable to receive location based ads from companies they are not aware of (63% among 18-25 year olds). More than half are not fond of ads that follow them across devices (59% among 18-25 year olds).

ecommerceshopper insights
Offline impulse purchases occur in standard over free-standing or sale aisles

Offline impulse purchases occur in standard over free-standing or sale aisles 

freddie.benjamin October 21, 2022 Shopper Insights

More than a third (38%) of imulse purchases in a physical store occurs in the regular product aisle compared to a free-standing display (17%) or a sale specific aisle (11%).

retailshopper insights
Price sensitivity and self-rewarding behaviour drive unplanned online purchases

Price sensitivity and self-rewarding behaviour drive impulse purchases 

freddie.benjamin October 21, 2022 Shopper Insights

A third of shoppers admit to impuse buying because the price was lower that expected (34% online , 33% offline) and/or as a treat for themselves (34% online, 37% offline).

digital shopperecommerceshopper insights
Slow page load times and broken links lead to abandoned online shopping journeys

Slow page load times and broken links lead to abandoned online shopping journeys

freddie.benjamin October 21, 2022 Shopper Insights

More than half (57%) of online shoppers abandon online shopping journey because the page is too slow to load. Broken links (47%) and poor user experience (45%) round-up top three drivers of cart abandonment.

digital shopperecommerceshopper insights

Insight Categories

  • Digital Customer Insights (2)
  • Shopper Insights (6)

Recently Published

  • Good customer service, transparency, and audience engagement are key drivers of how customers rate a brand’s social media activity
  • Poor customer service leads to brands losing customers, while positive experience drives word-of-mouth recommendation
  • Most customers are loyal to some brands, but do not rule out buying from competitors
  • Location based targeting and re-marketing ads are most likely to be deemed ‘creepy’
  • Offline impulse purchases occur in standard over free-standing or sale aisles 
  • Price sensitivity and self-rewarding behaviour drive impulse purchases 
  • Young people are significantly more attached to smartphones 
  • Slow page load times and broken links lead to abandoned online shopping journeys

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