2022 E-Commerce Challenges Maintaining Consumer Loyalty

Consumer acquisition continues to occur in e-commerce and its growth is exponential, but not coupled with the loyalty of e-commerce users. Thus the results of an online survey of 1,000 respondents in five major cities in Indonesia in the E-Commerce Trends 2022 SurveySensum report. The survey revealed 42 percent of users still have low levels of loyalty. This is evidenced by the behavior of users who still often move between e-commerce one and the other in the last three months.

Oscar Simamora, Researcher Manager of SurveySensum said, the challenge of e-commerce in 2022 is to maintain the loyalty of its users by monitoring customer satisfaction. For that, they should also really pay attention to the details of the information displayed in e-commerce services. As long as the information listed is clear and in accordance with what consumers receive, the opportunity for consumers to be loyal to the brand will increase.

Based on a survey of online shopping habits, 42 percent of participants often switch between one e-commerce site and another. 31 percent of participants answered using one e-commerce service and 27 percent of participants admitted to switching to only a few categories and transaction methods. Reasons consumers are switching e-commerce:

As many as 81 percent of users choose to switch e-commerce because it has a greater number of product availability.

As many as 74 percent of consumers agree that value for money, which is a product or service that is able to provide economic value, efficiency, and effectiveness also has a large share before making the decision to buy the product.

Loyalty

Based on a survey of online shopping habits, 42 percent of participants often switch between one e-commerce site and another. 31 percent of participants answered using one e-commerce service and 27 percent of participants admitted to switching to only a few categories and transaction methods. Reasons consumers are switching e-commerce:

As many as 81 percent of users choose to switch e-commerce because it has a greater number of product availability. As many as 74 percent of consumers agree that value for money, which is a product or service that is able to provide economic value, efficiency, and effectiveness also has a large share before making the decision to buy the product. 

Today’s digital consumer habit is to compare prices with the same products in other e-commerce. They want products at the cheapest possible price but still high quality, and this is what makes consumers will continue to look for experiences that for them are best in terms of products, promos, and services provided.

What makes consumers loyal? Vika Indriyasari, Head of Business Development SurveySensum added, one of the things that make consumers loyal to brands including e-commerce is the speed in responding, either when consumers submit complaints or want to ask more about the products offered. Then, each brand’s efforts to provide maximum service indirectly have created good two-way communication between the brand and consumers so as to increase mutual trust that leads to successfully maintaining customer satisfaction. 

SurveySensum is an Al-Enabled Customer Experience Management Platform that helps in collecting feedback in real-time and offers actionable insights to make better business decisions. SurveySensum is recognized by Endeavour Indonesia as one of the 12 startups on the rise in Indonesia. SurveySensum is also recognized by G2 Crowd as G2 High Performer Fall 2020 and G2 High Performer Winter 2021. SurveySensum focuses on customer experience, employee experience, hospitality experience, and activation experience. SurveySensum helps in collecting feedback in real-time, offering insights for instant action on feedback.