By: Jeffrey Wu and Evelyn Kao
Taipei, June 5 (CNA) More needs to be done by retailers in Taiwan to meet consumers’ expectations for shopping experience, as they are ranked second from the bottom in a survey to determine how retailers should focus their efforts on meeting customer demands.
The IBM 2016 Customer Experience Index Global Survey evaluated 550 retailers spanning eight different retail segments in 23 countries around the globe that were visited by mystery shoppers over the 2015 Christmas holiday period.
The study finds that only 40 percent of retailers provide the integrated online and offline shopping experiences customers anticipate.
The index measures customer satisfaction in the areas of consistency, content, context, and convenience. [FULL STORY]