In 2023, a study was conducted on the use of information and communication technologies in the European Union, revealing that a significant proportion of consumers who had made online purchases in the preceding three months encountered difficulties. Specifically, about a third of these consumers, or 33.1%, reported facing some type of challenge during their online shopping experience.
A closer examination of the data shows that certain countries, such as Luxembourg, with 55.5%, Spain, with 49.7%, and the Netherlands, with 55.2%, recorded the highest rates of customers experiencing problems. On the other hand, countries like Portugal, with 4.3%, Cyprus, with 14.7%, and Latvia, with 13.7%, had fewer incidents. These disparities highlight the uneven landscape of e-commerce within the EU, where the quality of user experience and the reliability of delivery services vary greatly from one country to another.
According to the study, the primary issue faced by 18.7% of buyers was the delay in the delivery of products. Furthermore, 10.8% of respondents reported difficulties in using applications or websites, while 8.6% of consumers claimed to have received damaged or incorrect products. These findings underscore the challenges that e-commerce faces in the EU, where enhancing the user experience and the credibility of delivery services is crucial.
The study’s findings are supported by data from Eurostat, which provides insights into the obstacles encountered by online shoppers in the EU. The data highlights the need for e-commerce companies to focus on improving their delivery times, website usability, and product quality to enhance the overall shopping experience for their customers.
In conclusion, the study sheds light on the complexities of e-commerce in the EU, where the smooth operation of information and communication technologies is essential for a satisfactory user experience. As the e-commerce sector continues to grow, it is vital for companies to address the challenges identified in the study to build trust with their customers and maintain a competitive edge in the market. By prioritizing the improvement of delivery services, website usability, and product quality, e-commerce companies can work towards creating a more seamless and enjoyable shopping experience for their customers, ultimately driving business success and growth.