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Survey Report: Online Shopping Experience
2011
Greenlets innovate
HONCHOSJune, 2011
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Which product or products did you generallypurchase via online channel?
Electronics
Books
Apparels
Shoes
Flowers
Others
How did the product's price compare to otheronline/ offline channels?
Most Indian customers are buying “Electronics & Appliances”, “Flowers & Gifts” & “Books” via
online channels.
Poor12.50%
Fair50.00%
Good31.30%
Excellent6.30%
Close to 90% of customers are satisfied with the price offered by various online players
61%
30%
23%
13%
39%
25%
No of Respondents: 188 Geography: India Survey Duration: 5 days
8/4/2019 Green Honchos Online Shopping Experience Survey June2011 110701035150 Phpapp01
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Who is favorite Online shopping player?
Did you use any coupons or receive adiscount of any kind?
Flipkart
Yebhi
Infibeam
Indiaplaza
Fashionandyou
Let'sbuy
eBay
BabyOye
FirstCry
Myntra
eBay is by far the most trusted online player in India. Fashinandyou and Myntra are leading among the new online players
0.00%
6.50%
8.10%
16.10%
1.60%
46.80%
0.00%
0.00%
8.10%
12.90%
No56%
Yes43%
56% of the customers have not received any discount coupon or discount
No of Respondents: 188 Geography: India Survey Duration: 5 days
8/4/2019 Green Honchos Online Shopping Experience Survey June2011 110701035150 Phpapp01
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Would you purchase another product throughthe same means?
Do you get exciting offers from your favoriteonline player?
Yes58%
May Be39%
Never3%
More than 40% of the customers are not sure whether they would continue to use their existing
online player. This clearly indicates that Indian customers are still ordering product by product,
and there is a very high probability that any new entrant would be able to capture the market by
offering low price and superior customer service.
Yes, Regularly23%
No, Never23%
Yes, Occasionally
54%
No of Respondents: 188 Geography: India Survey Duration: 5 days
8/4/2019 Green Honchos Online Shopping Experience Survey June2011 110701035150 Phpapp01
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Please rate your overall online shopping experience
Fair33%
Poor2%
Thinking back to your experience with , please indicateyour degree of agreement with the following statements.
Excellent11%
Good54%
Only 2% of the customers were not satisfied with the online shopping experience. 33% of the
customers are Neutral, and the online players have to focus on retaining this customer base to
control customer churn and move them to higher satisfaction bucket.
I prefer making a purchase from to using localoffices, malls or stores.
I prefer over other home shopping services(i.e., catalogs, "1-800" services or television).
Doesn't just sell products or services-it
entertains me.
I received special rewards and discounts fromdoing business with my favorite online player.
I say positive things about my favorite onlineplayer to other people.
I consider my favorite online player to be myfirst choice when I need products or servicesof this type.
The "look" of web site is appealing to me.
I really like doing business with my favoriteonline player.
StronglyAgree
Agree Neutral DisagreeStronglyDisagree
15%
10%
6%
6%
13%
15%
20%
7%
46%
19%
49%
33%
50%
43%
50%
43%
29%
29%
32%
33%
32%
23%
19%
43%
6%
35%
8%
22%
4%
17%
9%
6%
4%
8%
6%
6%
2%
2%
2%
2%
No of Respondents: 188 Geography: India Survey Duration: 5 days
8/4/2019 Green Honchos Online Shopping Experience Survey June2011 110701035150 Phpapp01
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I intend to continue to visit site of my favoriteonline player in the future.
I intend to purchase from my favorite onlineplayer in the future.
Is one of the first places I intend to look when Ineed the type of merchandise or services itprovides.
It would require a lot of time and effort on mypart, to set up an account with another onlineplayer.
It would take a lot of time and energy to lookfor another online player for this type ofproduct.
The products and/or services I purchased fromwere a good value.
StronglyAgree
Agree Neutral DisagreeStronglyDisagree
22%
22%
15%
6%
2%
13%
46%
46%
55%
17%
21%
59%
30%
28%
19%
33%
35%
23%
0%
2%
6%
37%
33%
2%
2%
2%
6%
7%
10%
4%
Customers are happy with their preferred online players, but they will not take much time to switch
to the competitor, if not being treated as a valued customer or if their preferred online player is
not able to match the market price point.
Why you prefer an online shopping channel incomparison with store/ mall channel?
Product features, ratings and price comparison are the top most enablers for online shopping.
There is a very high probability that customers would first search for the price, feature and ratings
comparison before buying anything online. It is advisable for all brick n’ mortar retailers to add price, product features and ratings on their website to drive traffic to their stores.
Highly Convenient
Better Price
Easy to Search
Availability of Information
Products Not Available Elsewhere
Online Product Ratings
53%
44%
67%
44%
23%
21%
No of Respondents: 188 Geography: India Survey Duration: 5 days
8/4/2019 Green Honchos Online Shopping Experience Survey June2011 110701035150 Phpapp01
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What is the top criteria to chose your onlineshopping portal?
Price/ Offers
Product Availability
Genuine Product
Delivery Time
Quality of Customer Service
81%
47%
51%
28%
40%
81% of the customers would chose the online player basis price point.
No of Respondents: 188 Geography: India Survey Duration: 5 days
8/4/2019 Green Honchos Online Shopping Experience Survey June2011 110701035150 Phpapp01
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