Consulting for online shops performs well
Posted: Mon Feb 17, 2025 10:15 am
Six out of ten online shoppers (60 percent, 2016: 55 percent) who have already used personal advice from an online shop have done so by telephone. Almost as many respondents, but significantly fewer than three years ago (59 percent, 2016: 70 percent), used the contact form or did so by email.
Text chat has become increasingly popular, investor database with 53 percent of respondents having used it at least once (2016: 46 percent). Online shops are also contacted for advice via video chat or phone call (14 percent) and on social networks (10 percent, 2016: 13 percent).
Satisfaction levels with the advice provided by online shops remain at a very high level. Four out of ten respondents (40 percent, 2016: 40 percent) say they were very satisfied with the advice. 54 percent (2016: 55 percent) say they were fairly satisfied. Only 5 percent were less satisfied.
Note on methodology : The information is based on a survey conducted by Bitkom Research on behalf of the digital association Bitkom. 1,086 internet users aged 14 and over, including 1,054 online shoppers, were interviewed. The survey is representative.
Text chat has become increasingly popular, investor database with 53 percent of respondents having used it at least once (2016: 46 percent). Online shops are also contacted for advice via video chat or phone call (14 percent) and on social networks (10 percent, 2016: 13 percent).
Satisfaction levels with the advice provided by online shops remain at a very high level. Four out of ten respondents (40 percent, 2016: 40 percent) say they were very satisfied with the advice. 54 percent (2016: 55 percent) say they were fairly satisfied. Only 5 percent were less satisfied.
Note on methodology : The information is based on a survey conducted by Bitkom Research on behalf of the digital association Bitkom. 1,086 internet users aged 14 and over, including 1,054 online shoppers, were interviewed. The survey is representative.