Shopping around the clock without restrictions and with convenient delivery - shopping on the Internet is already normal in many cases. But is all that glitters gold? A large consumer survey shows where the price and the service are right.
Online shopping is popular and the Corona crisis has given the sector further impetus. But is every online shop worth recommending? The large consumer survey by the German Institute for Service Quality and ntv answers which providers are really top from the consumer's point of view. Well over 64,000 customer opinions decided on the best providers. Many were able to convince.
As part of the consumer survey, which was representative of the population, via an online panel, customer satisfaction with the online shops was examined in six important service areas: value for money, range, customer service, website, shipping and returns, and ordering and payment conditions.
Numerous individual aspects were taken into account, such as product quality and the variety of offers, advice on the phone, by e-mail and chat, payment options and delivery options, shipping costs and speed as well as returns processing. In addition, the willingness of the customers to recommend it was included in the overall result.
Markus Hamer, Managing Director of the German Institute for Service Quality, takes stock: "A high level of customer satisfaction with the online shops can be seen in many areas - starting with the offer and the website, through ordering and payment conditions to shipping and returns. Even with the Value for money, an aspect that many consumers are often particularly critical of, the e-commerce industry as a whole performs well".
From the customer's point of view, the best online shops and thus the winners include e-commerce giants as well as specialists such as Lidl.de, Amazon, Zalando, Edeka24, Otto, Samsung, Conrad.de, Telekom Magenta Smart Home, and Hellweg.de , Ahrens Sieberz, mattress Concord and hi-fi controller.
(This article was first published on Wednesday, September 14, 2022.)