Poor customer experiences have never had more of an effect on print-on-demand businesses. Whereas in the past, lone negative reviews would make little difference to a business’s overall reputation, negative interactions with companies now carry significant weight, with complaints visible all across the internet.
In this report, we’ll highlight the ramifications of poor customer experiences and unreliability for print-on-demand companies, exploring their effects on reputation and customer retention.
Brand Erosion and Unreliability
When customers engage with a print-on-demand company, their brand perception is shaped by various touchpoints, including the website, customer service and, if they’ve made a purchase, the outcome of their order.
Potential customers increasingly rely on online ratings and reviews to help guide their purchase decisions. As they can’t see a brand’s product in person, hearing from a previous customer is the most information they can get about a brand’s service, reputation and product quality.
As a result, even a single negative review can significantly sway their opinion, especially as any customer can broadcast their grievances to a global audience.
While it can take years of excellent service to build a reputation for reliability, it only takes a handful of disgruntled customers to erode that hard-earned brand equity.
Negative Reviews in Practice
Shopper review site Trustpilot’s scoring system serves as a tangible metric of brand reliability, providing insights into the experiences of real customers. To highlight the significance of brand experience, let's consider the Trustpilot ratings of several key competitors in the print-on-demand industry.
At the time of this report, one of the industry’s largest businesses received over 600 1-star reviews in the past month, with common themes referencing “dreadful” customer service, late deliveries, incorrect orders and misprinted or low-quality items. From a customer’s perspective, waiting a week for an item that doesn’t meet your standard will likely make you hesitant to use that service again. In fact, over two-thirds of retail shoppers are much less or less likely to buy from a business again in future if their item isn’t delivered within two days of the promised delivery date.*
Another of Europe’s largest print-on-demand businesses has received numerous recent negative reviews regarding their delivery times, with some customers claiming they haven’t received their items a month after ordering. 55% of respondents will stop shopping with a brand or retailer after receiving a late delivery two to three times.**
An additional recurring issue is poor customer service. This can range from rude or unhelpful employees to convoluted return processes and poor communication. While ensuring the highest product quality possible is key, many companies overlook simple steps and end up paying the price - 62% of UK shoppers say “poor customer experience is enough of a reason to leave a brand they were previously loyal to.” ***
Late deliveries or dispatch, poor print quality, subpar customer service, unclear price or shipping estimates, etc., often lead to brands being labelled as unreliable. These companies can, therefore, struggle to maintain a solid customer base, as previous shoppers are likely to have had bad experiences themselves, and potential customers will be discouraged by negative reviews and unwilling to take a risk.
The Solution
Your business's success depends on reliability and positive customer experiences. At JONDO UK, we understand the challenges in this industry and recognise the impact of unreliable service. Our commitment to excellence ensures we deliver quality products, timely services, and exceptional customer support to 2,000 of the UK’s leading sellers.
In 2023 we proved our dedication to excellent service by achieving a stellar 98.24% SLA on product delivery within 3 working days in Q4, with over 245,000 units shipped during the peak period.
On top of this, we invested in more advanced printing technology, allowing us to keep up-to-date with orders, ensuring our customers receive quality products, delivered on time.
Provide your customers with the experience they deserve. Discover how JONDO UK can transform your fulfilment challenges into growth opportunities.
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