iPerceptions Releases Retail / E-Commerce Industry Report Q2 2011
August 31 2011 - 8:00AM
Marketwired
iPerceptions Inc. (TSX-V: 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 Q2 2011. The research found that website visitor
satisfaction is declining, citing the failure to streamline website
content as the key factor. The analysis predicts that e-commerce
websites that focus on the top tasks of their visitors will have an
enormous advantage over their competition.
Website satisfaction is falling while e-commerce is on the rise.
The Census Bureau of the U.S. Department of Commerce announced that
the estimate of U.S. retail e-commerce sales for the second quarter
of 2011 was $47.5 billion, an increase of 3.0 percent (±1.2%) from
the first quarter of 2011. The data shows that second quarter 2011
e-commerce increased 17.6 percent (±2.5%) from the second quarter
of 2010.
"A common challenge facing many e-commerce website providers is
the increasing amount of content being offered," said Claude Guay,
President and CEO of iPerceptions. "There are hundreds -- sometimes
thousands -- of micro-tasks that can easily overwhelm a website,
making it difficult for a majority of visitors to complete their
purpose. Successful websites continually evaluate and improve the
performance of their top tasks. By eliminating superfluous
information, visitors can easily find what they really want."
An analysis for the key drivers of overall satisfaction using
iPerceptions' perceptual framework showed that 'Self-service'
(enabling visitors to help themselves), and 'Discovery' (enabling
visitors to find what they are looking for) had the greatest impact
on satisfaction. As well, for the first time since iPerceptions
started publishing the Retail / E-Commerce Industry Report,
'Self-service' was the lowest rated out of 15 website
attributes.
Other important findings from the report include:
- Overall satisfaction for website visitors fell from 73 in Q2
2010 to 70 in Q2 2011.
- The share of visitors who came to compare product features and
prices rose from 22% in Q2 2010 to 29% in Q2 2011.
- The share of visitors who came to gather initial information
dropped from 39% in Q2 2010 to 22% this quarter.
- The share of visitors who came to make a purchase decreased
from 22% to 16%, quarter over quarter; among them, 42% couldn't
find what they were looking for.
- The share of visitors who came for support rose from 4% to 16%,
quarter over quarter.
The report analyzed real-time feedback from more than 170,000
people visiting nearly 370 retail and e-commerce sites to identify
the most important issues and trends facing this unique
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 a
leading web-focused Voice of Customer analytics provider. Its
webValidator Continuous Listening solution, 4Q Suite solution, Web
Analytics Solution Profiler (WASP) and proprietary iPerceptions
Satisfaction Index (iPSI) turn millions of data points into
easy-to-understand strategic and tactical decision support for
website marketers. iPerceptions' clients include such well-known
brands as Dell, InterContinental Hotels, General Motors, Canadian
Tire, Hyundai, LG Electronics, 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.
All trademarks and registered trademarks in
this document are the properties of their respective
owners.
Media Contact Barbara Reichert Reichert Communications,
LLC 650-548-1002 Email Contact
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