Moscow, May 12 – More than half of Russians do not trust other users’ reviews of goods sold in the markets, while one in five had conflicts while shopping online, Roskachestvo told the News Agency.
In addition, according to a survey conducted by the Center for the Study of Consumer Behavior (CIPP) in Roskachestvo, one in five had various conflicts with sellers during online shopping. Basically, it was solved: in 55% of cases, users had the opportunity to contact a site representative who helped, but 30% did not have this opportunity. At the same time, a little more than a third of the respondents spoke of cases when the problem could not be resolved either with the market or with the seller.
“Analysis of user experience shows that the Russian market continues to experience a high level of counterfeiting and difficulties when dealing with sellers. At present, Roskachestvo, in collaboration with the Ministry of Industry and Trade of the Russian Federation and Rosakkreditatsiya, is preparing new and expanded recommendations for markets and stores,” the organization added. on the Internet as part of the “Registration of Trusted Sites on the Internet” project, which was launched at the end of last year.
“The Register of Trusted Online Markets is designed to help consumers choose the most responsible and customer-centric online stores… According to the results of the first study, 2 large online markets out of 17 are included in the Register of Trusted Online Markets this year, plus an increase Number of criteria, we plan to launch verification by secret shoppers in order to evaluate the user’s path from choosing a product to returning it, ”said Anton Kokanov, Vice President of Roskachestvo.
The study included 1019 respondents over the age of 18 and from Russian cities with a population of more than 100 thousand people.
