Satisfaction In The Age Of eCommerce: How Trust Helps Online Merchants Build Customer Loyalty

Report: Merchants Risk Losing 40% of Online Retail, Grocery Customer Over Trust Merchants are at risk of losing 40% of their online customer base if they squander customers’ trust. In Satisfaction In The Age Of eCommerce: How Trust Helps Online Merchants Build Customer Loyalty, a collaboration with Riskified, PYMNTS surveyed 2,153 U.S. consumers to examine what online merchants and grocers are doing to deliver the safe and convenient shopping experience that keeps customers from moving to those they consider more trustworthy.  
Inside the May Report
  • 25%: Share of customers who cite the ability to pickup curbside as the most important feature when shopping online for groceries
  • 27%: Share of customers who cite an easy experience that works all the time as the most important feature when shopping online for retail products
  • 23%: Share of consumers who said personal data being stolen would be the top issue negatively affecting their trust and comfort with an online merchant

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    Satisfaction in the Age of eCommerce Report

    Satisfaction In The Age Of eCommerce: How Online Merchants Are Cultivating Long-Term Customer Ties