SOURCE: iPerceptions

iPerceptions

December 15, 2011 11:30 ET

iPerceptions Releases Retail / E-Commerce Industry Report Q3 2011

Despite Online Retail Sales Being Up, Etailers Are Missing Out on Revenue

MONTREAL--(Marketwire - Dec 15, 2011) - iPerceptions Inc. (TSX VENTURE: IPE), a leading provider of web-focused Voice of Customer (VoC) analytics based on actual visitor feedback, today announced the release of its Retail / E-Commerce Industry Report for Q3 2011. While U.S. retail sales estimates show online retail spending reached $36.3 billion for the quarter, up 13% versus the same period a year ago, the report found that task completion fell significantly for visitors at nearly every stage of the retail purchase cycle.

As e-commerce sales grab a larger share of total retail sales, visitors' task completion fell from 73% in Q3 2010 to 69% in Q3 2011. The most notable decrease in task completion occurred for visitors who came to make a purchase, from 63% to a mere 54%.

"With online retailers increasing investment in Search Engine Optimization programs and web analytics in general, this noticeable drop in task completion demonstrates that etailers are not in touch with what's most important to customers," said Claude Guay, President and CEO of iPerceptions. "Sales would be better if online retailers identify and address the biggest barriers to task completion, which include understanding customer intentions -- not just what customers click on."

For visitors who came to make a purchase and did not complete their task in Q3 2011, 35% claimed they couldn't find the product they were looking for, while 34% said the product they were looking for wasn't available. Other significant barriers were unclear pricing and comparisons (13%) and a lack of product information (9%).

Other important findings from the report include:

  • Overall satisfaction for website visitors fell from 73 in Q3 2010 to 70 in Q3 2011.
  • The share of visitors who came for support doubled versus one year ago, from 4% in Q3 2010 to 8% in Q3 2011.
  • The share of visitors who came to make a purchase remained stable at 29%.
  • The share of visitors who arrived via a search engine rose significantly, from 24% in Q3 2010 to 34% this quarter.

The report analyzed real-time feedback from more than 140,000 people visiting 335 retail and e-commerce sites to identify the most important issues and trends facing this industry.

Data contained in this report represents aggregated information obtained from iPerceptions' webValidator and 4Q Suite surveys deployed on the websites of many leading brands. The full report can be found on the iPerceptions website at www.iperceptions.com/resource-center/.

About iPerceptions
iPerceptions is the leader in web-focused Voice of Customer analytics, using advanced intercept surveys to gather feedback from representative samples of actual visitors. Its webValidator Continuous Listening solution and 4Q Suite solution turn millions of data points into easy-to-understand strategic and tactical decision support, while its Web Analytics Solution Profiler (WASP) provides superior web analytics quality assurance. iPerceptions' clients include well-known brands such as Dell, InterContinental Hotels, LG Electronics, General Motors, Harvard Business Review, Choice Hotels International, BMW and Monster Worldwide. For more information, please visit www.iperceptions.com.

The TSX Venture Exchange does not accept responsibility for the adequacy or accuracy of this press release.

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Contact Information

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