online shopping experience survey report - june 2011

Survey Report: Online Shopping Experience

2011

Greenlets innovate

HONCHOS June, 2011

Which product or products did you generally purchase via online channel?

Electronics

Books

Apparels

Shoes

Flowers

Others

How did the product's price compare to other online/ offline channels?

Most Indian customers are buying “Electronics & Appliances”, “Flowers & Gifts” & “Books” via

online channels.

Poor 12.50%

Fair 50.00%

Good 31.30%

Excellent 6.30%

Close to 90% of customers are satisfied with the price offered by various online players

61%

30%

23%

13%

39%

25%

No of Respondents: 188 Geography: India Survey Duration: 5 days

Who is favorite Online shopping player?

Did you use any coupons or receive a discount of any kind?

Flipkart

Yebhi

Infibeam

Indiaplaza

Fashionandyou

Let'sbuy

eBay

BabyOye

FirstCry

Myntra

eBay is by far the most trusted online player in India. Fashinandyou and Myntra are leading

among the new online players

0.00%

6.50%

8.10%

16.10%

1.60%

46.80%

0.00%

0.00%

8.10%

12.90%

No56%

Yes43%

56% of the customers have not received any discount coupon or discount


Would you purchase another product through the same means?

Do you get exciting offers from your favorite online player?

Yes58%

May Be39%

Never3%

More than 40% of the customers are not sure whether they would continue to use their existing

online player. This clearly indicates that Indian customers are still ordering product by product,

and there is a very high probability that any new entrant would be able to capture the market by

offering low price and superior customer service.

Yes, Regularly23%

No, Never23%

Yes, Occasionally54%


Please rate your overall online shopping experience

Fair33%

Poor2%

Thinking back to your experience with , please indicateyour degree of agreement with the following statements.

Excellent11%

Good54%

Only 2% of the customers were not satisfied with the online shopping experience. 33% of the

customers are Neutral, and the online players have to focus on retaining this customer base to

control customer churn and move them to higher satisfaction bucket.

I prefer making a purchase from to using local offices, malls or stores.

I prefer over other home shopping services (i.e., catalogs, "1-800" services or television).

Doesn't just sell products or services-it entertains me.

I received special rewards and discounts from doing business with my favorite online player.

I say positive things about my favorite online player to other people.

I consider my favorite online player to be my first choice when I need products or services of this type.

The "look" of web site is appealing to me.

I really like doing business with my favorite online player.

Strongly Agree

Agree Neutral DisagreeStrongly Disagree

15%

10%

6%

6%

13%

15%

20%

7%

46%

19%

49%

33%

50%

43%

50%

43%

29%

29%

32%

33%

32%

23%

19%

43%

6%

35%

8%

22%

4%

17%

9%

6%

4%

8%

6%

6%

2%

2%

2%

2%


I intend to continue to visit site of my favorite online player in the future.

I intend to purchase from my favorite online player in the future.

Is one of the first places I intend to look when I need the type of merchandise or services it provides.

It would require a lot of time and effort on my part, to set up an account with another online player.

It would take a lot of time and energy to look for another online player for this type of product.

The products and/or services I purchased from were a good value.

Strongly Agree

Agree Neutral DisagreeStrongly Disagree

22%

22%

15%

6%

2%

13%

46%

46%

55%

17%

21%

59%

30%

28%

19%

33%

35%

23%

0%

2%

6%

37%

33%

2%

2%

2%

6%

7%

10%

4%

Customers are happy with their preferred online players, but they will not take much time to switch

to the competitor, if not being treated as a valued customer or if their preferred online player is

not able to match the market price point.

Why you prefer an online shopping channel in comparison with store/ mall channel?

Product features, ratings and price comparison are the top most enablers for online shopping.

There is a very high probability that customers would first search for the price, feature and ratings

comparison before buying anything online. It is advisable for all brick n’ mortar retailers to add

price, product features and ratings on their website to drive traffic to their stores.

Highly Convenient

Better Price

Easy to Search

Availability of Information

Products Not Available Elsewhere

Online Product Ratings

53%

44%

67%

44%

23%

21%


What is the top criteria to chose your online shopping portal?

Price/ Offers

Product Availability

Genuine Product

Delivery Time

Quality of Customer Service

81%

47%

51%

28%

40%

81% of the customers would chose the online player basis price point.


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Email: [email protected]

Website: www.greenhonchos.com

Greenlets innovate

HONCHOS

online shopping experience survey report - june 2011

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