Online Shopping. You Can’t Get No Satisfaction?

Fountain of 30

May 29, 2008 • Shopping

Nordstrom_screenshot

Well obviously you are shopping in the wrong place then. Who knew? According to WWD, ForeSee Results, an online customer satisfaction
research firm, has released its spring 2008 Top Online Retail
Satisfaction Index
. Here is their list of the top apparel, accessories and footwear e-tailers ranked by customer satisfaction.

LLBEAN.COM
Customer satisfaction index score (100 being the highest):
79
Customer service options on the Web site include order
tracking, shipping information, easy returns, a help desk,
international help and live help for shoppers.

TALBOTS.COM
Score:
78
Perks for online
shoppers include free gift packaging, e-gift certificates and various
sweepstakes-contests. In addition, Talbots.com has a program called
Style Search that allows shoppers to search and reserve store inventory
right from the site.

ZAPPOS.COM
Score:
78
With roughly 1,175 brands and 2.8 million products being offered at
Zappos.com how can you not be satisfied?  A number of perks, like free
shipping on every order, along with free returns within 365 days, help
the site stand out. The home page contains a section that focuses
heavily on customer reviews — images of the products also accompany the
comments.

COLDWATERCREEK.COM
Score:
77
The company’s associates all enroll in an
intensive, two-week customer service, computer and product-training
program.

EDDIEBAUER.COM
Score:
76
The revamped site enables customers to choose items without
losing their place, zoom in for details and check product availability
in real time. Additional enhancements to the pages: 25 percent larger
images, easy-to-see product categories and readily available product
previews.

VICTORIASSECRET.COM
Score:
76
To make things easier for shoppers,
Victoriassecret.com breaks down sizes on most of its products for not
only U.S. shoppers, but also for those located in the U.K., France,
Australia and other regions. They also offer free shipping on orders over $100.

NIKE.COM
Score:
75
On the site, customers can shop by sport or gender — an added
feature allows shoppers to download musical selections chosen by the
company through iTunes for their own workouts. At Nike’s iD section
(which stands for "individually designed"), customers can design shoes,
clothing and equipment to match their style or improve performance. The
site also features an extensive Ratings and Reviews section to learn more about Nike products
before making a purchase.

NORDSTROM.COM
Score:
75
Nordstrom Inc. is rolled out a buy
online/pick-up in-store program. The Seattle-based retailer is testing the service with goods
from its women’s and men’s apparel, women’s shoes and cosmetics
departments. After making a purchase, customers receive a
confirmation e-mail within one hour (during business hours). Customers
can then pick up their merchandise at a nearby store.

NEIMANMARCUS.COM
Score:
75
Consumers have a certain expectation of a brand’s online
presence: It needs to mirror the stores, and any other channels. Consumers are happier with the variety and availability
of offerings, but they’re also saying the site now fits much better to
the image they have of Neiman Marcus, the brand.

POLO.COM (now operating as RALPHLAUREN.COM)
Score:
74
In December, WWD reported, "The Ralph Lauren Web site is
the largest single place to buy Ralph Lauren in the world."

Read "The Online Leaders" here

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