The pandemic has transformed the way consumers shop or purchase a service. This is what a survey conducted by ConQuist Consultoria points out to identify what has changed in the service provided to consumers in the pandemic.
According to the survey, 71% of respondents began to prefer online shopping after the health crisis changed having boosted e-commerce.
The survey also highlights that WhatsApp was the digital medium with the highest rate of use at the time of purchase, being chosen by 51% of consumers.
Also according to the survey, the good service provided by companies is an essential item for the vast majority of respondents. 96.8% of Brazilians consider service to be very or extremely important when buying a product or purchasing a service.
The survey also evaluated the consumer experience with the service provided by companies, before and after the pandemic, based on items such as: agility, humanization, resoluteness, simplification, empathy, understanding of needs, efficiency and convenience.
The idea was to identify if it got worse, if it is the same or if it got better. The overall result showed that respondents did not notice differences in empathy (41%) and understanding of their needs (40%). Convenience and efficiency were positively evaluated as factors that improved after the health crisis, with percentages of 43% and 37%.
The survey involved 411 respondents from all over Brazil, for a 5% margin of error and a 95% confidence level. The method of collection was via email and social networks, with a response filled in in an electronic form.
Reference: CNN Brasil
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