The state of E-commerce Trust in 2024

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I am currently conducting a survey to measure the trust in e-commerce across different European countries. I appreciate your participation and input in enhancing the e-commerce landscape.

Your answers are anonymous. No e-mail address will be collected.

In which country do you live?

Austria

Belgium

France

Germany

Italy

Netherlands

Poland

Switzerland

United Kingdom

Spain

Other

Clear selection

What is your age group?

18-24 years

25-35 years

36-44 years

46-55 years

Over 55

Clear selection

How confident are you in the trustworthiness of online companies?

Not confident at all

Not really confident

Rather confident

Confident

Very confident

Clear selection

How often do you buy online?

Less than 5 times a year

Between 5 and 10 times every year

Between 10 and 20 times every year

More than 20 times every year

Clear selection

Which product categories did you buy online last year? (you can pick multiple answers)

Clothing, shoes and accessories

Hobbies and free time

Computers, smartphones, electronics

Cosmetics

Healthcare

Food

Jewelry and watches

Luggage, bags or leather goods

Sports goods

Toys, babies and children products

Pet supplies

Furniture and decoration

What convinces you to make a first purchase in a new shop? (you can pick multiple answers)

I had it recommended by friends or family

The shop has positive online reviews

The shop shows certificates or/and trustmark on the website

The shop offers competitive prices or discounts

The shop offers an advantageous delivery and/or return policy

The shop offers a buyer protection

How strongly do you agree with this statement: Positive online reviews of a company are more likely to lead me to visit the branch or the physical store.

I strongly disagree

I somewhat disagree

I neither agree nor disagree

I somewhat agree

I strongly agree

Clear selection

How strongly do you agree with this statement: Genuine reviews increase my trust in a company, and I am more likely to buy a product or use a service

I strongly disagree

I somewhat disagree

I neither agree nor disagree

I somewhat agree

I strongly agree

Clear selection

How often do you read reviews before making a purchase in a new shop?

Every time

Most of the time

Sometimes

Rarely

Never

Clear selection

When are you most likely to leave a review?

After every purchase

After a negative experience

After a positive experience

I don’t leave reviews

Clear selection

For which of the following reasons would you leave a shop review? (you can pick multiple answers)

To help other potential customers make informed decisions

To share a positive experience

To help the shop improve its offer/service

To express dissatisfaction over the order/service

To seek resolution of a problem with the order/service

What would make you more likely to leave a review after completing a purchase? (you can pick multiple answers)

A reminder e-mail

Special benefits (e.g. small discount, more loyalty program points)

Personalized communication

A detailed survey

A simple process (e.g. possibility to use star ratings or pre-defined templates)

How strongly do you agree with this statement: It is important for me that the shop answers the reviews they receive. Please rate with 1 (I strongly disagree), 2 (I somewhat disagree), 3 (I neither agree nor disagree), 4 (I somewhat agree), 5 (I strongly agree)

I strongly disagree

I somewhat disagree

I neither agree nor disagree

I somewhat agree

I strongly agree

Clear selection

Do you think that the shop should reply to every customer review?

Yes

Only after a negative customer experience

Only when it brings value to the author of the review or solves their problem

Only when it brings value to the readers

Only when it clarifies or provides additional information about the service/product

Clear selection

Submit

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