Tag Archives: harris interactive

Thirty-one percent of 18- to 24-year-olds says YES to Green Products

Harris Interactive found that while concern and awareness around environmental issues has slipped since 2009, it has not affected how consumers say environmental issues influence their purchasing behavior. Young adults are the exception – those18 to 24, are actually more likely to consider the environment in their spending now than than before.

Adults between the ages of 18 and 24 show the biggest change in shopping behavior when it comes to environmental awareness and responsibility:

  • 35 percent said they are willing to pay extra for a green product, an increase from 27 percent in 2010 and 25 percent in 2009.
  • Although just 4 percent of all U.S. adults seek out green products and services regardless of the cost—virtually unchanged from 3 percent in 2010 and 2009 – 18- to 24-year-olds are at 11 percent, far above the 3 percent rate in 2010 and 2009.
  • However, 51 percent of this youngest adult age group said they are not willing to pay extra for green products.

Among total adults, however, the survey found that consumers are now less likely to do each of the following activities in their daily life:

  • Reuse things they have instead of throwing them away or buying new items (65 percent in 2009 vs. 61 percent in 2012).
  • Make an effort to use less water (60 percent in 2009 vs. 57 percent in 2010 and 2012).
  • Buy food in bulk (33 percent in 2009 vs. 30 percent in 2012).
  • Purchase all-natural products (18 percent in 2009 vs. 16 percent in 2012); and Purchase organic products (17 percent in 2009 vs. 15 percent in 2010 and 2012).

A quarter of U.S. adults (26 percent) said that environmental issues are either “extremely” or “very” important to them when deciding which products or services to purchase. This number remains consistent across gender, geography, education and income, according to the study. The percentage has moved little over the years: 27 percent of U.S. adults said environmental issues were extremely or very important to their purchasing decisions in 2010 and 26 percent said the same in 2009.

Americans also show a preference for products and services that are “green,” with 79 percent seeking out green products, slightly up from 78 percent in 2010 and 76 percent in 2009. Additionally, 31 percent of U.S. adults said they are willing to pay extra for a green product, up from 28 percent in 2010. Thirty-two percent said the same in 2009.

More than 2,451 U.S. adults aged 18 and older were polled for this survey.

via Harris Poll: Young Adults Willing to Pay Extra for Green Products – Green Retail Decisions.

Online retail: how to turn a negative consumer feedback into a positive one

Retailers who are going to open online shops often fear about negative feedbacks from online shoppers. “What if I receive a negative feedback? Should I ignore it or answer?” The most common retail behaviour is to ignore it, hoping it will be ignored by other consumers too. But this is a great misconception.

Retailers have an opportunity to fight back and use social media to turn unhappy customers into brand advocates, says the Retail Consumer Report, commissioned by RightNow and conducted online by Harris Interactive in January 2011 among 1,605 online US adults. The report shows how retailers are using social media to win back customers and drive buying decisions.

  • 68% of consumers who posted a complaint or negative review on a social networking or ratings/reviews site after a negative holiday shopping experience got a response from the retailer. Of those, 18% turned into loyal customers and bought more.

By listening and proactively responding on the social web, says the report, retailers have a chance to turn disgruntled customers into social advocates.
After a positive shopping experience, half of consumers cited great customer service and/or a previous positive experience as influencing their decision to buy from a specific online retailer.

Social advocacy can also help drive sales, the survey found:

  • Nearly a third of consumers researched what customers said on social networking and reviews websites while shopping online.

For those consumers that had a positive holiday shopping experience with an online retailer during the past holiday shopping season:

  • 21% recommended the retailer to friends.
  • 13% posted a positive online review about the retailer.

The survey found that 38% of consumers turned to the retailer’s website for information or support with online shopping. However, one of the top frustrations consumers had when shopping online was a lack of consistent information from retailers. Specifically, 22% of consumers were frustrated by information that was inconsistent between the retailer’s website and customer service agents.

For further research on how customer experiences impact the bottom line, including the fact that 85% of consumers said they would be willing to pay anywhere between 5-25% over the standard price to ensure a superior customer experience, RightNow makes the Customer Experience Impact Report 2010 available to download. (Source: MediaPost)