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Online Shopping Will Continue to Surge Until 2021, According to Study

Participants said that they felt their online spending habits would continue to increase in the coming months.
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With a COVID-19 vaccine on the horizon, things are bound to normalize soon. A new study, however, says that the rise of online shopping will continue to increase far beyond 2020.

Experian, a global information services company, conducted a survey on online spending habits. Participants said that they felt their online spending habits would continue to increase in the coming months. Specifically, 32 percent said that they would depend on e-commerce over the next six to 12 months.

It's not all smooth sailing for online retailers, though. Several commented in the survey that they had greater expectations when shopping online. So far, feedback toward online shopping has been good. Twenty-seven percent say that they received quicker responses from customer service representatives.

"Almost all businesses, regardless of sector, had to step up and offer flexibility and empathetic service this year, with many revising the way they communicate and serve their customers," Experian general manager decision analytics Mathew Demetriou said. "Many brought call centers back on-shore at the start of the pandemic or worked on ways to free up their call centers, and our data captures the positive effect these changes have had on the customer experience."

According to Demetriou, the challenge now is for businesses to maintain the current levels of expectations—both the online community and those going back in-store.

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Paolo Chua
Paolo Chua is the Associate Style Editor of Esquire Philippines.
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