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What customers want: ETH / HSG study examines the attractiveness of post purchase services for consumers

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2014-03-12 15:04:28 - Customers live through whole life cycles with their products, ranging from purchasing them and using them to passing them on to somebody else. In a representative study, scientists from the Auto-ID Lab at ETH Zurich / St. Gallen in Switzerland explored, in cooperation with qipp, which post purchase services customers particularly appreciate and how they can be supported by electronic product assistants. 29 services were examined, ranging from electronic collections of receipts to explainer videos to the display of the current resale value.

Manufacturers produce goods and they are generally in the best position to know everything about the services that keep their products valuable. However, customers normally purchase these products without those services. This is the case for the majority of everyday goods like bikes, electronic devices, radiators or valuables. The aim of the study was to find out how interested customers were in getting value-holding or value-increasing services delivered directly with the product, and through which channels customers would prefer to obtain these services.

In a representative study amongst 1012 users in Germany, 29 services were examined. Those services cover the phases directly after the purchase, during usage and at the end of the life cycle of a product. First of all,

customers were asked which activities they currently carry out without electronic support. It became clear that simple operations like collecting receipts or filing user manuals are already carried out intensively. Other services like buying micro-insurances or subscribing to information regarding product recalls or follow-up models are hardly used.

In a second round, customers were asked how the situation would change if there was simple electronic product assistance available which would suggest the right services at the right time. For almost all services a significant increase, sometimes up to 60%, could be proven. Of particular interest were services that make it easy to check the authenticity of the product, to get information on follow-up models or to apply as a test user. Dependent on different product categories, even more differentiated views could be derived: for example, for sports equipment consumers asked for a different set of services than they did for personal valuables. Altogether, the study resulted in a clear picture regarding the post purchase services manufacturers should ideally deliver directly – ex works.

A summary of the study can be ordered at
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About qipp: qipp makes it easy to connect with personal things digitally and improve them with numerous services. qipp‘s award-winning and patented technology of the social network of things is very much inspired by Internet-of-Things thinking and understands products as interactive channels product-as-a-service. qipp is a spin-off of ETH Zürich and has its headquarters in Basel (Switzerland) and Freiburg (Germany).


Press Information:
qipp ag

Lange Gasse 8
4052 Basel

Contact Person:
Claudio Buettler
Phone: 00416373714
email: email


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