Canada: reasons for negative recommendations for online retailers 2013

Drivers of negative recommendations of online retailers in Canada as of April 2013

by Statista Research Department, last edited Apr 25, 2013
Canada: reasons for negative recommendations for online retailers 2013 This statistic shows the responses to a study regarding service features and online retailer recommendations among online shoppers in Canada as of April 2013. During the reported period, 69 percent of respondents stated that a shipping cost that was too high based on the product price lead to them giving a negative recommendation of the retailer to friends or family.
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Drivers of negative recommendations of online retailers in Canada as of April 2013

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Share of respondents
Shipping costs too high based on product price69%
Shipping costs were too high based on expected delivery date54%
Products arrived damaged due to shipping/ packaging50%
The delivery took longer than I was told50%
I could not get a refund, only credits49%
Bombarded with e-mail offers I didn’t want43%
Could not find a phone number to contact customer service40%
Difficulty getting package because I am not home to sign for it40%
Getting a refund/credit took too long39%
Unreliable shipping made it hard to anticipate delivery dates38%
Dealing with the retailer on returns was too cumbersome37%
Check-out process was way too long26%
Share of respondents
Shipping costs too high based on product price69%
Shipping costs were too high based on expected delivery date54%
Products arrived damaged due to shipping/ packaging50%
The delivery took longer than I was told50%
I could not get a refund, only credits49%
Bombarded with e-mail offers I didn’t want43%
Could not find a phone number to contact customer service40%
Difficulty getting package because I am not home to sign for it40%
Getting a refund/credit took too long39%
Unreliable shipping made it hard to anticipate delivery dates38%
Dealing with the retailer on returns was too cumbersome37%
Check-out process was way too long26%
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by Statista Research Department, last edited Apr 25, 2013
This statistic shows the responses to a study regarding service features and online retailer recommendations among online shoppers in Canada as of April 2013. During the reported period, 69 percent of respondents stated that a shipping cost that was too high based on the product price lead to them giving a negative recommendation of the retailer to friends or family.
Show more
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