Consumer Insights Survey Reveals Trust Factors in E-Commerce Sites

Insights on Consumer Trust in E-Commerce

In an era where online shopping has become a daily norm, understanding consumer trust in e-commerce platforms is crucial. A recent survey conducted by Fancrew Inc., a Tokyo-based company specializing in consumer analysis, revealed insightful data about consumer preferences and trust levels associated with various e-commerce sites.

Survey Overview

Between November 26 and December 6, 2025, Fancrew engaged 862 registered users of their platform, evenly distributing the sample between 216 men and 646 women, to analyze their perceptions of e-commerce sites. The survey aimed to understand factors that influence their purchasing decisions and the trust levels associated with different platforms.

Key Findings

1. Trust Levels: Approximately 24% of respondents felt increased trust after using Amazon. The primary reason cited was the swift delivery service and the assurance that products would arrive as expected. This finding highlights a critical factor in today's fast-paced shopping environment, where timely delivery can significantly enhance consumer loyalty.

2. Brand Recognition: When asked which e-commerce platforms they were aware of, both Amazon and Rakuten emerged as front-runners, with an impressive recognition rate of 96% among participants. This statistic underscores the pervasive nature of these brands in the e-commerce landscape in Japan.

3. Perception of Delivery Speed and Pricing: In terms of service perception, Amazon was identified as the leader in quick delivery, while Rakuten and Yahoo! Shopping were acknowledged for their competitive pricing and attractive deals, including point incentives. This suggests that while delivery speed is essential, cost-effectiveness plays a significant role in consumer choice as well.

Additional Insights

The survey included various questions beyond brand perception, aiming to delve deeper into what factors consumers prioritize when shopping online. This included aspects such as product quality, variety, user experience on the platform, and promotional offers. The data accumulated across these 30 questions offers a comprehensive picture of consumer priorities in the e-commerce sector.

The Importance of Trust in E-Commerce

Trust is arguably one of the most crucial components for any e-commerce platform. As highlighted by the data, platforms that prioritize quick delivery and reliable service tend to evoke stronger trust from consumers. In a marketplace where competition is fierce, e-commerce businesses must focus not only on attracting customers but also on retaining them through exemplary service.

Conclusion

In conclusion, the results of this survey provide valuable insights not just for consumers but also for businesses aiming to enhance their services. As e-commerce continues to evolve, the focus on trust and consumer satisfaction will remain paramount. Companies like Fancrew are leading the way in understanding these dynamics and helping businesses adapt to meet consumer expectations. With the continuous growth of online shopping, organizations must innovate and strive to maintain the trust that is crucial for long-term success in this industry.

For inquiries or detailed results from this survey, please contact Fancrew Inc., acknowledging the source as per their request when using their findings.