Small Business Edge asks – Are Your Customers Frustrated? (ビジネス多読 Business Tadoku 記事)

(この記事は「ビジネス多読」 Business Extensive Reading というシリーズの一つです。詳しくはこちらです)

(Let’s work on our business English with this summary of an article from Small Business Edge – “Are Your Customers Frustrated?”)

Why are consumers so frustrated?

Their three top reasons:

  • Delayed shipments
  • The cost of shipping
  • Inaccurate tracking

These pain points don’t go away after customers buy an item. After they buy they have new complaints:

  • Receiving a wrong or damaged item
  • Waiting a long time for a refund
  • Inconvenient returns

How bad is it?

According to a survey by the company Pitney Bowes:

  • 19% of young people said they would talk about their dissatisfaction on social media.
  • 51% of young people admitted to regularly buying clothes in different sizes to try them on and then returning items that don’t fit. Men (27%) are more likely than women (19%) to do this.
  • 24% of shoppers are disappointed with the cost of shipping. Free shipping is the #1 most important factor for loyalty.


Lesson Exercises

Discussion Questions:

  1. Do you like to purchase products online?
  2. If an item you buy online is wrong or damaged what do you do?
  3. Do you buy clothes online? If they don’t fit, what do you do?
  4. When buying things what most influences your “buying decision?” (Ads? Customer reviews? Research?)
  5. Have you ever left a negative customer review?
  6. What would you say are the pros/cons of shopping online? Offline?