ANN ARBOR — The Ann Arbor-based consulting firm CFI Group and partner Radial are out with their 2016 Holiday Retail Report for online retailers.
The key takeaways?
* 91 percent of respondents said they would be willing to increase the size of their online order to qualify for free shipping.
* 89 percent said waiting five to 10 days for their order to arrive is acceptable if it keeps shipping costs low.
* 77 percent of respondents said they are likely to share their online shopping experiences on a social media platform. The majority of these individuals expect a direct response from the retailer.
CFI surveyed more than 500 retail shoppers for the report.
“Finding that the overwhelming majority of shoppers are willing to increase the size of their online orders to get free shipping may be surprising to many retailers,” CFI Group CEO Sheri Petras said. “It shows that consumers are more interested in finding value rather than simply pinching pennies.”
For more details from the September 2016 Retail Report, visit www.cfigroup.com.
Since 1988, CFI Group has delivered customer experience measurement and business insights from its Ann Arbor, Michigan headquarters and a network of global offices. As founding partner of the American Customer Satisfaction Index, CFI Group is the only company within the United States licensed to apply ACSI methodology in both the private and public sectors.