B2B suppliers are failing buyers, new research has found, with 52% of e-commerce sites not fully meeting expectations.
The survey, conducted by Sapio Research on behalf of Sana Commerce, found accelerated Digital Transformation in the B2B buying space, with more business being conducted online than ever before. E-commerce platforms have seen the largest increase in usage since the outbreak of the pandemic (58%). In fact, two thirds (66%) of companies are spending more online now than they did prior to the pandemic by an average of 45%.
Michiel Schipperus, CEO at Sana Commerce said, “A look at B2B buying experiences in 2021 highlights the importance of sustainable supplier relationships. As purchasing has rapidly moved online, it seems that many suppliers have failed to meet expectations and let their buyers down.”
A total of 37% of B2B buyers have reported errors with online orders at least on a weekly basis, equating to £1.3 million in orders being affected by errors per company each year. When asked what they believe to be the reasons behind these order errors, 38% of B2B buyers cited suppliers displaying incorrect inventory (38%), incorrect product information (37%) and incorrect shipping information (35%).
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