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Industry Research : Online Shoppers More Concerned About Deliveries Than Personal Security, According to PCI Pal Survey

#contactcenterworld, @pcipal

As we approach the busy Boxing Day and January sales, a survey of 2,000 online shoppers in the UK, commissioned by PCI Pal, found that shoppers are more concerned about prices, speed and cost of deliveries or being able to find specific products over and above security of their personal data.

The survey found that the price of goods came out on top, with 40% of those aged 45-54 years old ranking this as their top priority compared to 28% of those aged 65 and over, showing that those in their retirement years are a little less sensitive to price.

Online security was ranked fifth overall, with just 6% of those aged 35-44 and 8% of those aged 18-34 ranking it as their top priority suggesting security is not seen as one of the top considerations when making online purchases.

Instead, deliveries came out as the second and third highest requirements – with cost of delivery in second place and speed of delivery highlighted as the third most important requirement when shopping online.

Interestingly 25% of those located in the North East stated the speed of delivery as their top concern, compared to just 8% saying the same in the East Midlands, showing there are some regional differences.

Being able to access the specific ‘must have’ product came out as the fourth most popular choice, with 21% of those aged between 35-44 years old placing this as their ‘number one’ consideration.

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Looking at regions, just under a quarter (23%) of people living in London cited this as their most important requirement when shopping online.

Reputation of retailer fell below security, with only 3% of those aged between 18-34 suggesting reputation as their top priority before they decide to make an online purchase.

PCI Pal’s CISO, Geoff Forsyth said, "What is clear is that selling online – at any time of the year – is a challenge – and there are many factors involved in making a transaction a successful one in the eye of the consumer.

"It is worrying however to see that consumers are more concerned about the speed of delivery for example over the security of their personal data, particularly during this busy sales shopping period."

In a further survey of 2,000 UK consumers into their shopping habits this festive season, 30% said that their shopping would have typically taken place in-stores, however the pandemic has seen shopping habits switch with just 17% using this method most frequently over recent months. Instead 64% have favoured online, with a further 9% confirming mobile apps as their shopping preference.

Other interesting findings raised in the research include:

• Just 8% of consumers said they would return to shopping in-store instead of continuing shopping via digital channels, after COVID-19;

• Of those shoppers choosing different retailers than usual (765 out of 2002), 48% said their reason for this is a perceived lack of security or privacy, while a third said it was due to a poor website experience or performance issues;

• Londoners are the most likely to say they plan to continue shopping via digital channels even after COVID-19 is over (89% vs a national average of 79%).

Security Trends:

• A significant 74% of UK consumers surveyed say that if they were aware that an organisation had been the subject of a data breach or hack in the last 12-months, they wouldn’t shop with them this festive season.

• When asked which shopping channel they believe to be the least secure, 40% said social media apps, followed by 18% who stated online;

• 18-35s are the most likely to say they are more concerned about the way their data is being handled, given the recent uptick in cyberattacks and fraud during Covid-19 (84% vs a national average of 72%)

• When looking at regions, Londoners are the most likely to say they are more concerned with the way their data is handled amid the pandemic (84% vs a national average of 72%)

• Respondents earning an annual income of £100,000 or more are the most likely to say that if they were aware that a brand had been the subject of a data breach or hack in the last 12 months, they wouldn’t shop with them this festive season (85% vs a national average of 74%).

Research Methodology: An online survey was conducted by Atomik Research among 2,002 adults aged 18-65 in the UK. Atomik Research is an independent creative market research agency that employs MRS-certified researchers and abides to MRS code.

#contactcenterworld, @pcipal

Posted by Veronica Silva Cusi, news correspondent

About PCI-PAL:
Company LogoPCI-PAL is simple, easy to use and highly secure. It has been developed by contact centre specialists for the contact centre market and allows your agents to take payments without ever hearing, seeing or touching sensitive payment card data. When it comes to PCI DSS compliance, PCI-PAL were pioneers in the contact centre space and are in our third year of level 1 compliance to the standard. Our business has been contact centre payments for many years, with a long history in payments for business through both contact centre and fully automated. From experience we know how hard and expensive this is, so our aim is to make it as easy as possible for you to become compliant for all of your telephone transactions.
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Today's Tip of the Day - Sporting Occasions

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Published: Monday, December 28, 2020

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2021 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

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PH: 833-427-7488


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

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