Top Factors That Annoy German Online Shoppers

Poor customer service and tricky returns came top

A study by JDA and Centiro has uncovered the key factors that put off German online shoppers. A negative experience when attempting to resolve a customer issue, or when returning an item, were ranked as the joint top reasons that would cause a German online shopper to switch to a different retailer, cited by 62% of respondents. Poor home delivery options are also off-putting for consumers, with 59% saying it would prompt them to switch retailers. The German ecommerce market is one of the most mature in the world, with a digital buyer penetration of 82%. 

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