Customer centric approach – crucial element to keep online shoppers’ trust growing

September 8, 2015 735 0 0

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31stAugust’15, Mumbai:, a leading coupon aggregator has come to the fore with its 4th edition of Indian Consumer Online Buying Behaviour Study. This study tracks the changing trends in the online shopping habits of Indians. It highlights a rise of 11% in online shopping from 2011-2014; implying that trust factor among Indians has increased through the years.

With this positive development, there is a flipside attached to it. As shared in the trends infographic, the “Prior bad experience” factor stands out as a reason to avoid online shopping, as it rises from 8% in 2011 to 28% in 2014. This gives a cue to the ecommerce players that their focus should be on customer service and creating favourable consumer experiences rather than just acquiring new consumers. Hence,”customer service” will play a vital role and give the added edge for the shoppers to select a particular site over others.

indian online buying habits couponraja shopping @TheRoyaleIndia

Another notable trend is that respondents who had desisted online transactions due to lack of trust in 2011 vis-à-vis 2014 have decreased from 28% to 8%. With the increase in online shopping the study noted that the spend bracket while shopping online has widened. In 2014, 42% have spent more than Rs.10,000 compared to 20.7% in 2011. Discounts has been a major factor for driving this online shopping rise as the numbers increase from 29.8% in 2011 to 57.8% in 2014.

Prasad Shejale, Co-Founder and Chief Product Officer of Couponraja and CompareRaja said, “As per the study, even though the demographic profile of the user has become broad and less elitist, the usage of coupon codes have seen a 10% rise. So, coupons will continue to play the role of a lucrative saving mode for Indians while shopping online.”

In 2014, shopping was included as an activity under smart phone usage and 72% have responded to using it for the same. This was the second most popular activity after social media and surprisingly higher than using smart phones for chatting.

The trends highlight that over the years while online shopping has increased, so have the areas of improvement changed. Currently, customer service and brand building becomes the need of the hour as opposed to only ensuring that your consumer gets the best deal for their products.

The survey was conducted online on various social networking platforms, and via Couponraja Newsletters and display adverts. For 2014, within 10 days, around 2000 people responded to this survey which included salaried professionals and students as major survey respondent groups.

P.S.: The consumers in the study are the respondents that took part in the online survey over the survey tenure.

About Couponraja, India’ leading coupon code aggregator ensures that the users can avail the best saving options in their online as well as offline purchases. With lucrative saving options from over 700 brands, the product provides seamless UI experience to Indian shoppers.

For further details contact:
Manvi Sharma,

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