Half of Brits, equivalent to over 26m customers, feel they’re more likely to get ‘ripped off’ when shopping online at Christmas than any other time of the year, new research from global online review community Trustpilot reveals.
The research, which examines shopping behaviour during the Christmas season, illustrates that the pressures of finding the perfect present can result in shoppers taking risks during the Christmas shopping season which they otherwise wouldn’t take.
Three quarters of participants admitted they should be doing more research into the online retailers they use at Christmas, while just over a third feel desperate while buying things at Christmas, and 56% are more likely to use a retailer they’ve never used before to try and find the perfect gift.
COMMON CHRISTMAS COMPLAINTS:
The research shows that online reviews are a popular way in which people figure out what to buy and where to buy it at Christmas, with 62% citing that they were more likely to use an online review to research a product or retailer at Christmas than any other times of the year. However it also reveals that a negative review is by no means the end of the road for a retailer, particularly if they reply to reviews in a way that addresses customer concerns.
BEST WAY FOR RETAILERS TO RECOVER FROM A NEGATIVE REVIEW: