Indian online shoppers not likely to express dissatisfaction with ecommerce loss, survey

We have come across many instances, where online shoppers have received fake and undesirable items such as soaps and bricks instead of the mobile phones and laptops that they ordered, which causes much annoyance. Recently ecommerce marketplaces such as Flipkart, Amazon and Askmebazaar have tried to address the issue with various campaigns, that have been received with mixed success.

Airloyal has conducted a survey with 500 frequent Indian online shoppers and found that although Indian online shoppers are left frustrated with wrong deliveries only a small percentage take the time to lodge a formal complaint.

Survey findings

• 43% of customers surveyed have said that they have not received the correct goods they ordered

• Only 44% of those customers have lodged a complaint

• The website concerned in these problematic deliveries have take action 41% of the time

Prominent fake goods categories:

• Electronics

• Cosmetics

• Branded items

• Grocery

From the above statistics we can gauge that there is still a lot of work to be done for Indian online sellers, because even though customers may not be complaining, they will still be warning their friends through word of mouth or on social media about the unscrupulous acts. This may prove not only to the detriment of the particular etailer, but also to the whole ecommerce ecosystem if the buyer decides not to shop online in future.