Online retailers lead the way in customer service
Play.com and Amazon have topped a customer satisfaction poll to find which retailers hit the mark when it comes to customer service.
Play.com and Amazon beat high street rivals according to the survey by the National Consumer Satisfaction Index. Out of 6,000 shoppers questioned, Play.com came top with a rating of 87 out of 100. Waitrose was the favourite bricks and mortar retailer with a score of 82.
The worst-scoring retailers included electricals chain Currys and Somerfield, which came bottom with a score of 61.
Chief executive of consultancy CFI Group Sheri Teodoru said: "As the economy slows, the big challenge for retailers of all types will be how to compete to retain shoppers who are becoming increasingly conservative with their spending. "Here customer satisfaction is key: companies that provide the most satisfying experience stand the best chance not only to survive, but to thrive financially in a down economy."
Source: Retail Week
Rachael Milne, Business Development Manager at Simple Net comments:
When we partner with a new customer, whether they already have an online store we are helping to improve, or are looking to launch one - we talk about how important customer service is. Not just to combat online fraud either.(see related article) Over the years our customers have reported an increase in the need for customer service staff. Most small eCommerce companies would employ at least 1 part time customer service person, usually more. Lots of potential customers will send emails queries that need to be actioned quickly.
Phone calls even more so, you have a customer in your store, they have a query before they press 'add to cart' - if they can't find a contact number, get no answer, are diverted to a mobile phone or just a voicemail, the likelihood of them completing the check out process is slim.
Even if you are a pure eCommerce company – customers want to be reassured, that like any other business, they can contact you.
Thursday, 26 February 2009
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