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Customers frustrated by poor website performances, Rackspace says

  • News
  • May 26, 2015
  • Elly Strang
Customers frustrated by poor website performances, Rackspace says

The managed cloud company commissioned independent online market research company PureProfile to research about online shoppers.

More than 1000 online shoppers were surveyed from across Australia and New Zealand.

The survey found online customer loyalty is flimsy when faced with a badly performing website.

Nearly half (45 percent) of online shoppers have abandoned a purchase after becoming frustrated with a website.

Instead, 47 percent have gone to a competitor’s site to buy the same product, while 29 percent have gone back to bricks and mortar shopping.

Common frustrations felt by shoppers were: too many pop-up advertisements (42 percent); the service online doesn’t measure up to in-store (34 percent), and it’s too time consuming to narrow down the options available (28 percent).

Rackspace ANZ director and general manager Angus Dorney says the survey found the average online shopper in Australia and New Zealand will spend 15.5 minutes browsing for an item on an online retail site.

“That’s a massive amount of consumer capture time, as well as spending potential that is being missed by online retailers, simply because of issues on their websites,” Dorney says.

The perks of online shopping are what draw customers in.

Those interviewed said as much, with more than half (54 percent) a fan of the increased variety, while 24 percent used online search tools on websites for inspiration.

However, 42 percent of shoppers said the online search categories provided didn’t match the criteria they wanted to select.

Another 37 percent said some sites they visited only give one search filter option.

Dorney says people shop online for convenience, but are then driven away because the process isn’t quick and easy enough.

“Retailers should apply the same simple old-fashioned customer service values to their online site, as they would to the physical shop front,” Dorney says.

“It should be inviting, easy to navigate and helpful.”

The survey found customers also wanted the online shopping process to be more convenient.

Almost 80 percent of women and 67 percent of men wanted the option of free returns or same day delivery to be available to them.

Over half (57 percent) wanted a simpler checkout service.

It was also found almost a third of men (31 percent) would like to feel more connected and important when they shop online.

As well as this, only one in five people surveyed received personalised marketing emails.

Yet when offered a discount on a retail site, more than two thirds (69 percent) would click through to the email.

Dorney says the key to succeeding online is to make sure the site works from the ground up first.

 “Cloud gives retailers unmatched levels of computing power to manage their big data flows and give them real time analytics to refine their search functionality,” he says.

He says a powerful search function can use customer data like preferences, habits and buying behaviour, then combine it with online and ‘real world’ information.

“The result is a personalised, unique and, most importantly an easy experience for online shoppers,” Dorney says.

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How do Kiwis do their Christmas shopping at Mighty Ape?

  • News
  • November 20, 2019
How do Kiwis do their Christmas shopping at Mighty Ape?

New Zealand e-tailer Mighty Ape surveyed 2,962 Kiwi shoppers post-Christmas last year. Among its findings are that Black Friday is officially bigger than Boxing Day among its audience, with almost four times as many products were sold on Black Friday compared to Boxing Day 2018. Cyber Monday, the online-only sale that falls on the Monday following Black Friday, has also proven to be popular with Kiwis. It now also outsells Boxing Day at Mighty Ape.​ ​It's presented further findings in a clever infographic.

Read more
 
 

Introducing New World's 2019 Christmas ad

  • News
  • November 19, 2019
  • StopPress Team
Introducing New World's 2019 Christmas ad

New World and Colenso BBDO have unveiled this year’s Christmas ad, showing the generous Kiwi tradition of inviting every available Tom, Dick and Harry to Christmas lunch, resulting in many mouths to feed.

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Raglan Coconut Yoghurt's Latesha Randall reports back from the US on what's hip and happening

  • News
  • November 19, 2019
  • Latesha Randall
Raglan Coconut Yoghurt's Latesha Randall reports back from the US on what's hip and happening

Latesha Randall is ​the co-founder of Raglan Coconut Yoghurt, a delicious dairy-free yoghurt born out of a beautiful town two hours south of Auckland. She previously documented the adventures of her company when it was a start-up in a column in Idealog – you can read it here. Recently, Randall traveled to the 2019 Natural Products Expo in Baltimore, USA and observed the food trends that were happening abroad. New Zealand foodies, take note: here, she reports back on what she thinks will be big contenders in the future food space.

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Social scoreboard

Zavy and The Register have worked together to create a scoreboard that compares how the top 25 traditional media advertising spenders in New Zealand have performed on social media over the past 30 days, updated in real time.

 
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Outdoor goods retailers Cactus Outdoor and Kathmandu collaborate

  • News
  • November 19, 2019
  • The Register team
Outdoor goods retailers Cactus Outdoor and Kathmandu collaborate

Two prominent Kiwi outdoor goods retailers, Kathmandu and Cactus Outdoor, have collaborated to produce a line of certified ‘Buy NZ Made’ products which will be launched in Kathmandu stores around New Zealand on Buy NZ Made Day this week.

Read more
 
 

Casual brows

  • Opinion
  • November 18, 2019
  • Sarah Dunn
Casual brows

As competition hots up between internationals and local brands in the beauty category, NZ Retail and The Register editor and associate publisher Sarah Dunn considers what comes next.

Read more
 

How New Zealand businesses performed in China’s 11.11 shopping festival

  • News
  • November 15, 2019
  • The Register team
How New Zealand businesses performed in China’s 11.11 shopping festival

This week marked Singles’ Day - a Chinese holiday run by mega-retailer Alibaba that, while still relatively unknown in the western world, is surpassing Black Friday and Cyber Monday in scale and sales. Alibaba reports it generated US$38.4 billion of gross merchandise volume this year.

Read more
 
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