New York -- A report released Tuesday by e-commerce marketplace technology provider Merchantry found that marketplace customer experience compares unfavorably to that of e-commerce sites, particularly in regard to comprehensiveness of product information and logistics transparency.
The State of Online Marketplaces report, conducted by Merchantry in concert with the e-tailing group, found that online marketplaces need a lot of improvement before their full potential is realized.
The team reviewed and evaluated 12 sites as part of the study – Amazon, Barnes & Noble, Best Buy, Buy.com, Kohl’s, Newegg.com, OneStopPlus.com, Overstock.com, Sears, ShopNBC, TigerDirect and Walmart. Researchers evaluated product listings, pricing, social media, customer service, shipping and return processes.
Key findings of the report include the following:
“Profit-maximizing practices that have become standard in the e-commerce industry are not consistently applied on marketplaces, where we found incomplete product information, limited functionality and inadequate customer experiences,” said Lauren Freedman, president of the e-tailing group.