For Coveo, we conducted the Relevance Report 2021 Ecommerce, which aimed to learn what areas ecommerce is succeeding and failing, as well as the areas in which online shopping needs improvement. The study surveyed 1988 US consumers in two waves, the first in December 2020 and the second in January 2021. We found that consumer’s primary frustrations with online shopping are often caused by poor search functionality at 47%, navigation issues 43%, and information being obscured 42%.
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Author Notes:
Jeffrey Henning
Jeffrey Henning, IPC is a professionally certified researcher and has personally conducted over 1,400 survey research projects. Jeffrey is a member of the Insights Association and the American Association of Public Opinion Researchers. In 2012, he was the inaugural winner of the MRA’s Impact award, which “recognizes an industry professional, team or organization that has demonstrated tremendous vision, leadership, and innovation, within the past year, that has led to advances in the marketing research profession.” In 2022, the Insights Association named him an IPC Laureate. Before founding Researchscape in 2012, Jeffrey co-founded Perseus Development Corporation in 1993, which introduced the first web-survey software, and Vovici in 2006, which pioneered the enterprise-feedback management category. A 35-year veteran of the research industry, he began his career as an industry analyst for an Inc. 500 research firm.
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