Getting the consumer experience right is a challenge for many online retailers. A study evaluating the consumer experience of online shoppers has highlighted the challenges that face online retailers, including ensuring sufficient stock, transaction and delivery issues, and unclear refund practices.

The study, conducted by research and insights company BMi Research in 2020, surveyed six online e-commerce stores with each store evaluated by 10 experienced online mystery shoppers. The study forms part of the company’s launch of an online customer experience solution that measures and provides insights to help companies improve their customers’ online shopping experience...

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