BBC NEWS | Technology | Consumers flock to online shops
Online buying habits have changed dramatically in the last five years, a survey has found.Of 2,000 web-using Britons interviewed a whopping 94% had bought something online, the survey found. This compares to just 37% five years ago.
Half of those interviewed believed that 40% or more of their purchases would be done online in five years time.
This is a fundamental figure for me in my current role. I need to persuade customers to use the web and here is a survey saying that people have made that switch albeit over a five year period (I have three). Purchase though is very different from service. Some companies do this well such as Amazon (although not everyone appreciates their online only contact stance) but they have an advantage in that they (as a company) have never existed offline.
ntl has an interesting road ahead to improve its online service (I'm not talking about its products BTW) and change of customer behaviour is one. My aim (fingers crossed) is to improve things for customers but although I have a very detailed map of what I would like to do I think more research is required to pin down what will get used. Commetns as always welcome.
Posted by Paul Goodison at November 11, 2004 09:55 AM | TrackBack