Posts tagged with E Digital Research

Just 11% of people expect to receive customer service via social media

An inevitable consequence of the push to achieve sales through multiple channels is that businesses must also be prepared to deliver multichannel customer service.

Poor levels of service can ruin the overall shopping experience and mean that the customer is lost forever, so online, in-store, mobile and all other channels must work together to deliver an excellent overall customer experience.

New research from eDigitalResearch examined how consumers prefer to contact companies and then compared the various response times and satisfaction levels.

The survey asked more than 2,000 UK respondents how they expect to be able to contact a business - 92% selected email, followed by telephone (71%) and by post (45%). Fewer than one in four (22%) said live online chat and just 11% said social media.

1 comment

Security and fraud concerns are biggest barriers to mobile payment adoption

Much was written about the predicted boom in mobile payments last year, but it still seems to be some way from becoming an every day payment method.

NFC and mobile wallets were all set to become commonplace following a successful trial at the Olympics, but despite the increasing use of contactless bank cards I’m yet to see anyone pay for anything using their mobile phone.

However new research into consumer attitudes suggests that people are slowly edging towards accepting the technology.

A survey of 2,006 consumers by eDigitalResearch found that 39% of respondents had seen a contactless payment point, up from just 15% in May 2012.


Pinterest proves to be a fruitful network for Topman

Despite its reputation for having a predominately female audience, Pinterest is proving to be a successful hunting ground for menswear brands.

New research shows that Topman has more than double the follower count of any other UK retailer and is also adding to its community faster than its competitors.

The eDigitalResearch Social Media Benchmark found that Topman has 87,959 followers, compared to 26,594 for Net-A-Porter and 24,847 for ASOS.

Pinterest has developed from a niche social network into an important marketing tool in little more than 12 months, with its focus on striking visuals and imagery making it the perfect platform for retailers and lifestyle brands.

To help brands take advantage of this opportunity, Econsultancy has published a new Pinterest for Business Guide aimed at companies and individuals who are thinking of joining Pinterest and want to find out more about the social platform, as well as people who are currently using Pinterest and want a deeper understanding of best practice.


M&S offers the best mobile and online customer experience: study

Marks & Spencer offers the best multichannel customer experience across three digital channels, according to a report published by eDigitalResearch.

The eChannel Benchmark evaluated 14 retail brands that have mobile optimised sites and apps as well as a desktop site to find out which offered the most consistent customer experience.

M&S came top with an average score of 86% across the three channels, followed by Amazon (85%), Topshop (84%) and House of Fraser (84%).

The report analyses several different criteria, including the homepage, on-site search, navigation, product pages, shopping basket and checkout.

Here we look in more detail at the search, product page and checkout sections...


Best practice tips for market research on mobile devices

The proliferation of mobile devices has opened up a number of new opportunities for marketers to communicate with their customers.

We tend to focus mainly on m-commerce and mobile advertising as that’s where the bulk of the revenue is, but new data from eDigitalResearch shows that mobile is also a great way to conduct market research.

Around 10% of eDigitalResearch’s surveys are currently completed on mobile, a figure that has doubled since July 2011.

With this in mind, it interview 649 UK respondents through mobile devices to find out more about how mobile users are taking part in research studies.

It found that almost three-quarters (72%) of respondents had previously completed a survey on a mobile device and 82% said they were likely to take part in survey from their mobile in future.


Topshop is top retailer for Facebook fans and Twitter followers

We all know that the size of your Facebook fan base isn’t as important as what you do with it. 

But that doesn’t mean that it’s not interesting to look at which brands have managed to rack up the most fans and followers.

The latest update of eDigitalResearch’s Social Media Benchmark assesses how more than 100 of the UK’s top retail organisations by revenue are using Facebook, Twitter and Google+ and how successful they have been.

Here's a summary of some of the results...


P&O comes top of travel website usability study

Cross-channel ferry operator P&O is one of the most usable travel websites in the UK, according to a study of 18 leading sites, while the wooden spoon goes to Eurotunnel.

The eDigital Research Travel Benchmark report (registration required) surveyed mystery shoppers to provide ratings for first impressions, search, the booking process, and customer service.