Eltex Co., Ltd., whose main business is building and supporting e-commerce sites and mail-order systems, conducted a 2020 survey of the actual situation of those involved in the mail-order business.
We conducted a questionnaire survey of 300 people involved in mail-order businesses with annual sales of 100 million yen or more regarding changes in the awareness of e-commerce and mail-order businesses and business issues during the outbreak of the new coronavirus infection, and compiled and analyzed the results. The results were published.
Reference source: “Survey on the actual situation of those involved in mail order business 2020” Part 2 (Eltex Co., Ltd.)
There is growing interest in “system safety” as a business issue in the e-commerce business.
In the survey item “Issues in mail order business”, the number of responses to “Strengthening safe systems to prevent accidents” showed a double-digit increase of 11.7% compared to the previous year. In the graph by annual sales, more than half (53.6%) of companies with annual sales of 10 billion yen or more selected this option. Other items whose scores increased compared to the previous year include “Developing products that sell well” by 8.3%, and “Increasing sales” by 5.3%. Additionally, regarding the new item “Countermeasures against infectious diseases such as the new coronavirus,” which was added to this survey, 31.7% overall considered it an issue, but about two-thirds did not see it as an issue. .
Reference source: “Survey on the actual situation of those involved in mail order business 2020” Part 2 (Eltex Co., Ltd.)
Problems in the EC business include “how to use advertising media and allocation of advertising investment” has increased compared to the previous year
Regarding the question item “Concerns and troubles” in the e-commerce and mail order business, the results of multiple answers showed that the score for “How to use advertising media and allocation of advertising investment” increased by 7.3% compared to the previous year. Past surveys show that the number has been increasing year by year, and the figure was about 1.5 times that of 2016. In this question as well, “Countermeasures against infections such as the new coronavirus” was added as an option, but the score was low at 15.7 points for multiple answers and 2.0 points for a single answer. “Based on these numbers, we believe that the business impact (of the new coronavirus) will be small in the e-commerce and mail order industry,” the company said.
Reference source: “Survey on the actual situation of those involved in mail order business 2020” Part 2 (Eltex Co., Ltd.)
In addition, the results of single answers to similar questions showed an upward trend in “improvement of existing customer satisfaction.” On the other hand, the trend of “acquiring new customers and attracting customers” has been on a downward trend over the past five years, and the company says, “The experience of purchasing products through e-commerce and mail order has spread to all consumers, “Can we provide a high-quality customer experience (CX)? This seems to be a concern, a problem, and an issue.”
Reference source: “Survey on the actual situation of those involved in mail order business 2020” Part 2 (Eltex Co., Ltd.)