Exposé de Greet Dekocker (Safeshops) à la conférence commune Cap Numérique, Technifutur, AIHE au salon Xpo Ecommerce Liège le 26 mars 2018 http://www.cap-numerique.org

1. Greet Dekocker
Managing Director

2. ”Digital trade is constantly
growing. However only 64% of the
Belgian population shopped online
last year. Hence trust is still
lacking.”

3. La partie de l'image avec l'ID de
relation rId2 n'a pas été trouvé
dans le fichier.

4. Is an open, accessible community with the purpose to generate confidence
in digital trade and e-commerce.
We help our members to be trustworthy towards the consumer by verifying
their legal, security and privacy compliance.
Once webshops pass our verification they are awarded by the SafeShops
label, which is a representation of trust.

5. As a knowledge platform we also offer guidance to our
members trough trainings and events, and represent
them in Belgium and Europe.
In only a few years SafeShops was able to engage and
verify 300 trustful organisations.
300 trustful
webshops

6. Agenda
Numbers
Ideal Webshop
Trust

7. A deep dive into
Online Players in Belgium
The Ecommerce Barometer

8. La partie de l'image avec l'ID de
relation rId2 n'a pas été trouvé
dans le fichier.
4,348 More
online merchants
in 2017 vs 2016
That’s an
increase of
27%
in 2016
26%

9. La partie de l'image avec l'ID de
relation rId2 n'a pas été trouvé
dans le fichier.
Transaction value
17%
To a high of
5.842€ BILLION
In 2016 transaction value grew 22%2016

10. La partie de l'image avec l'ID de
relation rId2 n'a pas été trouvé
dans le fichier.
More than
60
MILLION
In 2016 transaction numbers grew with 28%2016
transactions
+39%

11. La partie de l'image avec l'ID de
relation rId2 n'a pas été trouvé
dans le fichier.
11
3,88%
of online
merchants
89%of total transaction
value
794Merchants in
absolute
make up more than
The exact percentages are 3,8786% and 88,77%
In 2016 3,16% made up more than 86% of total transaction value2016

12. Agenda
Numbers
Ideal Webshop
Trust

13. 13
79%
77%
73%
70%
69%
67%
67%
67%
67%
67%
66%
65%
64%
61%
60%
60%
59%
59%
56%
54%
53%
48%
45%
42%
39%
38%
34%
30%
30%
0% 20% 40% 60% 80% 100%
Clarity of pricing and cost
Reliability and speed of delivery
Low or no delivery fees
Userfriendliness of payment method
Delivery options
Easy and flexible return policy/review period
Low or no administration fees
Service that is friendly and fast
Additional security measures surrounding payment
Clear pictures
Userfriendliness of website
Attractive pricing
Large offer/lot of choice
Completeness of product information
Free insurance during transport/in case of loss
Clear procedures for downloading tickets and vouchers
Clear information about event or ticket
Fun promotions and offers
Number of payment options
Availability of customer's service (opening hours and channels)
Good reviews
Has quality label
Expertise of customer's service
Mobile-friendliness
Clear and relevant videos
Quality of FAQ
Opportunity to save my payment details
Pleasing design
Offers inspiration
The ideal webshop
What do people want?
Q3.1 Which of the following elements are important to you when discerning between good and bad webshops? Top two
Base: total sample 2018 (N=415)
Right To Play
Differentiate

14. Source: 2013 Econsultancy
Multichannel Retail Survey
Respondents had
abandoned a
purchase online due
to unsatisfactory
delivery options.

15. Agenda
Numbers
Ideal Webshop
Trust

16. TRUST

20. Verification Questions
1. General conditions
2. Identity
3. Order process
4. Price indications
5. Distribution – and other costs
6. Communication costs
7. Payment possibilities
8. Complaint procedure
9. Duration agreement
10. Guaranty
11. Extra information
12. Return policy
13. Communication of return policy
14. Confirmation of order
15. Order with payment obligation
16. Delivery
17. Personal data
18. Cookies
19. Opt-in
20. E-mail promotions

25. Start To
GDPR

27. 27
Review habits
ALWAYS reads reviews
before buying:
2017 2018
47%
NEVER writes one
2017 2018
Slight (but not significant) decrease in discrepancy
between reviews read and reviews written
Significantly higher/lower
compared to 2017 (c.i. 95%)
p
q
Q1.6 Do you read reviews before you buy something online? Q1.8 Have you ever written a review online?
Base: total samples 2017 (N=522) and 2018 (N=415)

29. www.SafeShops.be
greet@SafeShops.be
@2greet