CashKaro survey: Amazon No.1 in hassle-free deliveries, Flipkart in customer care service in 2016


Desktop is still the most preferred platform for Indians to shop online, with 60% of the respondents using the same has released results and infographic of its annual survey titled ‘E-Shopping Revelations 2016’. The survey reports the ever-evolving preferences and behaviour of online shoppers in 2016.

The survey was conducted at a pan-India level and registered more than thousand respondents.

As per this survey, tops in quickest and hassle-free deliveries while Flipkart ranks number one in customer care service.

Key findings of the survey:

  • E-commerce portals that offer the best customer care service
  • E-commerce platforms that have the quickest and hassle-free delivery
  • Payment wallets preferred to pay bills/recharge
  • 75% of respondents feel bank card offers add value to the overall sales and discounts. Compared to 2015, we saw bank card offers play a more important role in influencing buying decisions in 2016 and the discounts were also greater
  • 59% of respondents think gift cards is a better and convenient way to gift someone
  • 50% users feel brand videos/ads have a positive impact on their purchasing decision
  • 60% of users like receiving offers from e-commerce sites on their social media accounts like Facebook and Twitter
  • 55% of respondents agree that subscription-based services like Amazon Prime, Flipkart First, Snapdeal Gold etc. enhance online shopping experience, though 20% said they would not subscribe to the same
  • Compared to last year, 75% have started shopping for daily items/groceries more online now
  • Desktop is still the most preferred platform to shop online with 60% of the respondents using the same. Though with increased use of smartphones, 40% of the respondents are transacting via mobile now.

On the survey, Swati Bhargava, Co-founder of, said: “CashKaro survey is a reflection of how buying habits of the Indian online shopper are changing and increasing importance of softer aspects like fast delivery, prompt customer service, discounts and cashbacks. 2016 was an eventful year for Indian e-commerce.”

“The advent of subscription- based services like Amazon Prime, Flipkart First, Snapdeal Gold etc. helped in enhancing shopping experience while cashback offers became mainstream. Post demonetisation, we saw a great increase in the use of payment wallets and also witnessed an increased number of users using Cashback sites like CashKaro to save on their daily transactions,” she added.


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