Amazon’s “excellent” ranking edged down 2 percentage points from the year-earlier MetaPack survey, while brands saw a significant gain, increasing 10 percentage points year over year.

The survey, which included consumers in the US, UK and five European markets, focused on a variety of attitudes and preferences associated with online retail. Perhaps most surprising was the finding that 90% of surveyed shoppers said they typically track the delivery status of their online orders.

Meanwhile, consumers’ preference for home delivery eased a bit. The number of shoppers who said they used home delivery slipped to 82%, compared with 92% a year ago. As an alternative, 44% said they had used options such as collect in-store, while 19% had arranged for delivery to the workplace. Just over one in 10 said they had deliveries sent to a locker.

While the vast majority of shoppers rated delivery services as excellent or good, there were still plenty of complaints. Specifically, 39% said they had complained to an ecommerce provider about a delayed delivery. Of these, more than two two-thirds received a refund or a voucher as compensation.

Sourced through Scoop.it from: retail.emarketer.com