A recent survey from iBridge Research Plus and reported on by japan.internet.com into online shopping failures by women found few actually complained to the shop about their problems.
On the 23rd of March 2010 300 female members of the iBridge monitor panel completed a private internet-based questionnaire. 21.3% were in their twenties, 37.0% in their thirties, 26.7% in their forties, 9.3% in their fifties, and 5.7% in their sixties.
Even though she will often complain about other things, the few times my wife has had problems with online ordering, in particular with clothes, she hasn’t bothered to do anything as she says it’s too much hassle and cost to return the items, despite her usual shop offering no questions asked refunds of unworn clothes.
Q1: Within the last year have you experienced a failure with online shopping? (Sample size=300)
Yes (to SQs) 23.3% No 50.0% Can’t say either way 19.0% Not shopped online 8.7%
Q1SQ1: Which of the following items did you experience a failure with? (Sample size=67, multiple answer)
Votes Percentage Clothes 34 50.7% Food 19 28.4% Books, magazines, music CDs, games 6 9.0% Cosmetics 6 9.0% Computers, peripherals 4 6.0% Domestic appliances 3 4.5% Jewelry, accessories 3 4.5% Medicines 1 1.5% Computer software 0 0.0% Audio, video players 0 0.0% Flowers 0 0.0% Other 15 22.4%
Q1SQ2: Did you notify the shop about the details of your dissatisfaction? (Sample size=67)
Yes 28.4% No 71.6%