This document summarizes key findings from a Forrester Research survey on online marketplaces. Some of the main points include:
- Shoppers are highly satisfied with their marketplace purchases and intend to use marketplaces again. Price, selection, and free shipping are top priorities.
- Popular marketplace categories include clothing, books, electronics, home goods, and more.
- While problems sometimes occur, most issues are with delivery delays or damaged items. Dispute resolution can be improved.
- Sellers bear more blame than retailers when problems arise, though negative reviews ultimately hurt both.
- To run a successful marketplace, retailers must offer a wide assortment, leverage reviews and ratings, ensure price competitiveness, improve
32. Key Takeaways
1. Marketplaces are here to stay
2. Marketplaces represent an
opportunity for retailers to address
long-tail assortments and expand
markets
3. Marketplaces need to master the
details (e.g. PIM, pricing, logistics,
reverse logistics)
4. Marketplaces are not set-and-forget