Consumer trust is fragile due to fraud
Carrier Management, 2024 - “Survey: Trust in E-Commerce Platforms Growing While Companies Lag” 2/21, https://www.carriermanagement.com/news/2024/02/21/258902.htm //DH
Of consumers who shop online through both e-commerce and social media platforms, three out of four report experienced financial fraud, and more than half (55 percent) have had payments lost due to glitches, the survey found.
More than two in five (42 percent) say they have frequently received damaged goods.
“Whether it’s on social media or on e-commerce platforms, the customer journey must be simple, easy and give the consumer confidence — their trust is fragile,” said Amy McNeece, senior vice president, Digital Consumer Partnerships for Chubb in North America. “Delivery issues, damaged products and online scams can all shatter consumer trust in an instant, and customer loyalty is critical in the age of digital commerce.”