A study by integrator AWG, involving over 1,000 Russian consumers, reveals that price remains the primary driver for repeat purchases, cited by 71% of respondents. Delivery speed and product variety follow at 38% and 23% respectively.
Customer retention is hindered by poor service experiences. Specifically, 45% of shoppers stop using a store due to complex return processes, while 35% leave if customer support fails to resolve their issues.
Price sensitivity increases with age: 65% of millennials prioritize price, compared to 72% of Generation X and 87% of baby boomers. Furthermore, 68% of users have encountered discrepancies between online and offline inventory availability.
Omnichannel features are in high demand, with 59% of consumers valuing the ability to reserve items online for in-store pickup. However, 37% of shoppers report frustration with inconsistent pricing between online and physical stores.
Technical issues also impact user loyalty, as nearly two-thirds of respondents have experienced site errors. Common complaints include slow page loading (33%), payment failures (28%), and search malfunctions (19%).
