Gen Z is desperate for second-rate online shopping

“Companies must start to worry more about their digital channels. Based on this measurement, at Movizzon we developed a methodology called NPS Predictor, which seeks to understand the possible level of user satisfaction. For example, if they indicate loading times under 5 seconds, the experience is satisfactory. If it is between 5 and 12 seconds, it is neutral, and more than 12 seconds is considered negative. In this way, better measurement allows e-commerce to be more profitable, since faster loading and good interaction increase sales and customer loyalty,” says Ismael Alayo, corporate business director of this firm.

According to Alayo, companies must implement advanced technology to ensure a smooth user experience and provide agile and accessible customer service, since 74% of Mexicans would stop using a brand due to a bad purchasing experience, according to a service survey conducted in Mexico by HubSpot.

This generation represents 52% of online purchases made in 2023, according to data from the Mexican Online Sales Association, and that is why it is important to give them a good shopping experience, since the probability of them returning to make more purchases is greater, that is, their loyalty is encouraged.

“Tools such as NPS predictors, which more accurately measure customer sentiment towards a brand, are key, since they measure how many loads were made in less than 12 seconds and subtracting those that took longer, generating more real and almost immediate numbers,” Alayo concluded.

Why such a hurry?

The perception that millennials (born between 1981 and 1996) and centennials (born from 1997 onwards) “live faster” is related to several factors that characterize the modern world, influenced by technology, work culture, and social changes.

Jean M Twenge, points out in his book iGen: Why Today’s Super-Connected Kids Are Growing Up Less Rebellious, More Tolerant, Less Happy that younger generations live faster because there is instant connectivity and communication that allows them to be up to date all the time, in just seconds.

In the e-commerce ecosystem, this has impacted food delivery models or deliveries that companies make more quickly. However, in the case of websites, Alayo highlights the need to have faster payment gateways.