Consumers: Reviews Important in Determining E-Commerce Site Legimitacy

October 2, 2015

This article is included in these additional categories:

Customer Service & Experience | Digital | Retail & E-Commerce

BrandShop-E-Commerce-Site-Legitimacy-Criteria-Oct2015Source: BrandShop [download page]

    Notes: More than three-quarters of US consumers use customer reviews to determine the legitimacy of a site that sells brand name products, finds BrandShop in a recent survey of 1,055 US adults aged 18-65. The amount and quality of information is also used by a majority (59.5%) of respondents, though fewer determine legitimacy based on the quality of the site design and experience.

    Other results from the survey confirm Amazon’s power in the e-commerce space, with almost 8 in 10 respondents saying they usually purchase products online from the e-commerce platform.
    Still, a majority of those surveyed said they would prefer to buy clothing and apparel (56.7%) and electronics (55.9%) directly from a brand instead of a 3rd party retailer like Amazon. And given a bad experience with a product, respondents are more likely to hold the brand accountable than the retailer that sold it.

      Related: What Causes Consumers to Lose Trust in Digital Brands?

        About the Data: The survey was conducted between March 18 and April 3, 2015. Consumers between the ages of 18 and 65 were surveyed throughout the U.S., across all income levels, with a total of 1,055 respondents completing the survey. Statistically, the results yield a 95% confidence level with a +/- 3% margin of error.

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