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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