Case Studies

Customer Satisfaction Survey

E-commerce in India has evolved significantly in the last decade, and there are many aspects of e-commerce like TV shopping, online shopping and mobile, which is all part of what is digital commerce. Our client who is a leading consumer magazine in India helps consumers to choose the right products and services at the best value.

The challenges…

They wanted to understand the e shopper/customer perspectives on online shopping and their satisfaction with various brand available in the market. They also wished to understand the usage and attitude of people towards online shopping websites and understand the customer’s concern areas in online shopping. 

Our approach…

Market Search India suggested Quantitative Method with the regular online shoppers.  Regular online shoppers in metro cities were considered for the study to understand their usage & attitude towards online shopping. Satisfaction level on key parameters for online shopping was captured and feedback was taken to understand the concern areas in online shopping.

Outcome…

We were able to identify shopping habits of the people with different demographic profiles. We were able to identify type of commodities preferred for online shopping and various websites preferred for the same.
The study helped to map the products customers preferred to buy from different websites. In addition to these, we were able to identify drivers & barriers for the online shopping.
Major concerns of online shopping as perceived by the customers were also identified. We were able to understand usage of mobile phones for online shopping and overall level of satisfaction on key parameters for various websites used for online shopping was derived. 
This type of study helped the client to rank the online shopping website brands based on end users’ preferences.

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