Consumers have embraced digital shopping during the COVID-19 pandemic, but they still face several pain points, judging by Moxtra’s 2021 Data Report.
Consumers list these annoyances:
- Difficulty getting in touch with a representative/administrator — 54%
- Security concerns (data breaches, untrusted platform, etc.) — 31%
- Lack of personal touch/care — 27%
- Poor online/digital user experience — 26%
- Lack of relationship history for ongoing interactions and/or when revising a prior issue — 21%
