Super Service

What characteristics do merchants such as Ann Taylor, hpshopping, Petsmart, and Tower Records have in common? According to the e-tailing group inc.’s 7th Annual Mystery Shopping Survey of 100 retailers, these merchants have reached the pinnacle of online customer service. The top ten B-to-C sites make it easy, and even pleasant, for customers to cruise, choose, and buy their products on the Web.

The e-tailing group study, conducted in the fourth quarter of 2004, found that some of the elements of online shopping have improved noticeably. For instance, 95% of sites surveyed now include a toll-free phone number. One of the ways merchants have made buying easier on their online customers is to provide keyword search functions — also available on 95% of the sites surveyed — and the study notes “a vast improvement in correct and relevant results” over the previous year. Another improvement the study points out: In 2004, 97% of companies surveyed e-mailed their customers shipping notices, compared to 81% in 2003, and 91% of companies surveyed provided immediate shopping cart order confirmations, up from 89% the previous year.

Partner Content

The Gift of Wow: Preparing your store for the holiday season - Netsuite
Being prepared for the holiday rush used to mean stocking shelves and making sure your associates were ready for the long hours. But the digital revolution has changed everything, most importantly, customer expectations. Retailers with a physical store presence should be asking themselves—what am I doing to wow the customer?
3 Critical Components to Achieving the Perfect Order - NetSuite
Explore the 3 critical components to delivering the perfect order.
Streamlining Unified Commerce Complexity - NetSuite
Explore how consolidating multiple systems through a cloud-based commerce platform provides a seamless experience for both you, and your customer.
Strategies for Maximizing Mobile Point-of-Sale Technology - NetSuite
Learn the top five innovative ways to utilize your mobile POS technology to drive customer engagement, increase sales and elevate your brand.