iPerceptions Releases Retail / E-Commerce Industry Report Q1 2011
June 02 2011 - 8:00AM
Marketwired
iPerceptions Inc. (TSX-V: IPE), a leading provider of web-focused
Voice of Customer (VoC) analytics based on actual visitor feedback,
today announced the release of its Retail / E-Commerce Industry
Report for Q1 2011. As the online channel grows as the medium of
choice for a greater share of retail purchasers, the report shows
that overall website satisfaction is on the decline.
Overall website satisfaction, as measured by the iPerceptions
Satisfaction Index (iPSI), dropped to 71 out of 100 in Q1 2011,
from 74 out of 100 in Q1 2010. However, U.S. retail e-commerce
sales estimates showed that online retail spending reached $38
billion for Q1 2011, up 12% versus one year ago, according to
comScore. This discrepancy indicates that website visitor
expectations are on the rise.
Moreover, task completion fell to 71% in Q1 2011, from 76%
during the same time period in 2010. Among visitors who came to the
site specifically to make a purchase, task completion dropped to
56%, from 61%. For a company that does $10 million in annual online
sales, a 5% drop in task completion amounts to a loss of
$500,000.
"Expectations among online retail shoppers are rising quickly
and retail websites are struggling to keep up," said Claude Guay,
president and CEO of iPerceptions. "As visitors become more
familiar with retail websites, they become more discriminating in
terms of accurate search results, clear pricing and adequate
product information."
Other important findings from the report include:
- Nearly a third (31%) of all retail website visitors came to
compare product features and prices in Q1 2011, up from 12% in Q1
2010.
- The share of visitors who came to gather initial information
fell to just 27% in Q1 2011, down from 49% in Q1 2010.
- The share of visitors who came for support rose to 15% in Q1
2011, from 6% in the same period of last year.
- 'Trust' scores increased significantly versus one year ago, yet
all of the other website attribute ratings posted losses.
The report analyzed real-time feedback from more than 230,000
people visiting nearly 300 retail and e-commerce sites to identify
the most important issues and trends facing this unique
industry.
Data contained in this report represents aggregated information
obtained from iPerceptions' enterprise solution webValidator™ and
free 4Q surveys deployed on the websites of many leading brands.
The full report can be found on the iPerceptions website at
http://www.iperceptions.com/resource-center/.
About iPerceptions iPerceptions is a
leading web-focused Voice of Customer analytics provider. Its
webValidator Continuous Listening solution, 4Q Suite solution, Web
Analytics Solution Profiler (WASP) and proprietary iPerceptions
Satisfaction Index (iPSI) turn millions of data points into
easy-to-understand strategic and tactical decision support for
website marketers. iPerceptions' clients include such well-known
brands as Dell, InterContinental Hotels, General Motors, Canadian
Tire, Hyundai, LG Electronics, Choice Hotels International, BMW and
Monster Worldwide. For more information, please visit
http://www.iperceptions.com.
The TSX Venture Exchange does not accept responsibility for the
adequacy or accuracy of this press release.
All trademarks and registered trademarks in
this document are the properties of their respective
owners.
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Media Contact Barbara Reichert Reichert Communications,
LLC 415-248-0230 x7012 Email Contact
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