Real-World Education for Modern Marketers

Join Over 600,000 Marketing Professionals

Start here!
N E X T
Text:  A A

The Post-Purchase Experience: What Consumers Want

by   |    |  1,632 views

Consumers say retailers and manufacturers of B2C products could most improve the post-purchase experience by offering better technical assistance, according to recent research from the CMO Council and LiveTechnology.

The report was based on data from a survey of 2,000 consumers in the United States age 25 and older.

Most respondents (60%) rate their post-purchase experiences with product manufacturers as underwhelming, and 56% say they are generally disappointed with the post-purchase service they receive from retailers or e-commerce websites.

Some 51% of consumers say better technical assistance would improve the post-purchase experience; better warranty/claims processing ranks as the next most-desired improvement (38% cite), followed by better repair/maintenance (35%).

Consumers say the elements that are most essential to a satisfying post-purchase experience are a well designed product (47% cite), painless installation/setup (46%), and efficient delivery (46%).


Some 38% of consumers say one of the most frustrating things about getting products fixed or learning how to use products is when the retailer does not provide service; 28% say one of the most frustrating things is when retailers won't accept returns/warranty claims.

About the research: The report was based on data from a survey of 2,000 consumers in the United States age 25 and older.


Join over 600,000 marketing professionals, and gain access to thousands of marketing resources! Don't worry ... it's FREE!

WANT TO READ MORE?
SIGN UP TODAY ...
IT'S FREE!

We will never sell or rent your email address to anyone. We value your privacy. (We hate spam as much as you do.) See our privacy policy.

Sign in with one of your preferred accounts below:

Loading...

Ayaz Nanji is an independent digital strategist and a co-founder of ICW Content, a marketing agency specializing in content creation for brands and businesses. He is also a research writer for MarketingProfs. He has worked for Google/YouTube, the Travel Channel, AOL, and the New York Times.

LinkedIn: Ayaz Nanji

Twitter: @ayaznanji

Rate this  

Overall rating

  • Not rated yet.

Add a Comment

Comments

  • by Neil Mahoney Mon Jul 17, 2017 via web

    E-tailers beware.

    People want to buy from caring people -- not machines.

    Also, the lower dissatisfaction ratings imply a lower customer concern, not necessarily greater satisfaction.

MarketingProfs uses single
sign-on with Facebook, Twitter, Google and others to make subscribing and signing in easier for you. That's it, and nothing more! Rest assured that MarketingProfs: Your data is secure with MarketingProfs SocialSafe!