"Gap between online consumers and etailers bigger"

The gap between consumer expectations and the performance of the retailer is increasing, according to the Boston Consulting Group consultant in a survey involving nearly 3, 000 people. Eleven per cent of the respondents never received items ordered by etailers last year, a doubling compared to 1999. 41 percent of respondents never say that they will never return to the website they never received anything from

The gap between consumer expectations and the performance of the retailer is increasing, according to the Boston Consulting Group consultant in a survey involving nearly 3, 000 people. Eleven per cent of the respondents never received items ordered by etailers last year, a doubling compared to 1999.

41 percent of respondents never say that they will never return to the website they never received anything from. Michael Silverstein, vice president at BCG's customer habits department: "Current consumers are impatient and want to spend more money online than ever before." The number of online consumers is growing, but unfortunately etailers can not handle the demand ". According to him, money can only be earned by retaining existing customers, increasing the number of orders and cutting unnecessary marketing costs.

At the end of last year, there were 68 million people in the US buying online articles. According to BCG, one in five respondents spent half of the total online expenditure within five years, especially on the categories of travel, music / video, books, event tickets, hardware and software for the computer. The etailers in the categories books and health and beauty products perform best; 31 percent of the respondents are satisfied. The etailers of computers and the travel industry perform the least with a percentage of twenty percent.

The least satisfied consumer spent $ 428 online in the last 12 months, while the most satisfied consumer spent $ 673. According to BCG, there is a relationship between the satisfaction and the need to return to the site. "The process of transforming internet traffic into profitable customer relationships has only succeeded a few etailers, " said Peter Stranger, vice president of b-to-c topics in the US. "A business model fails when an etailer buys hundred dollars in a customer, but the customer puts in fifty dollars and never returns, " says Stranger.