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Amazon Prime Day wasn't wonderful for everyone, claims survey

August 1, 2018

While Amazon clearly had a great Prime Day on a financial front, not every consumer had a fulfilling retail customer experience.

A new JDA survey reveals technical issues prompted more than a quarter (27 percent) of consumers to abandon their online shopping carts during the 36-hour annual sales event, and 52 percent reported issues.

"Our survey revealed that the technical glitches on Amazon's website and app threatened not only its 36-hour Prime Day sale, but also its reputation as a reliable, online retailer," said JoAnn Martin, vice president, retail industry strategy, North America at JDA, in a press release on the survey. "With heightened expectations, customers are looking for a frictionless experience when making purchases and they will give their money, and loyalty, to those retailers that can deliver."

Mobile devices ruled as the shopping device for the day with 60 percent tapping on tablets and smartphones, with 53 percent using a desktop or laptop. A good majority (74 percent), noted the survey, were shopping for themselves and 62 percent said discount offerings was the prime shopping motivation.

Despite that fact school days are just over a month away most shoppers (77 percent) were not looking for back-to-school items.