The eCommerce market continues to grow as consumers rely heavily on online shops not only for their purchases but also for product research.
And with the strong demand for online retailers comes the constant challenge to meet shoppers’ great expectations.
Unfortunately, not everyone who rises to the challenge emerges victorious.
To determine the best and worst online shops this year, consumer group Which? polled more than 10,000 Brits to find out their online shopping experiences in the past six months.
The result of the survey showed that DIY retailer Homebase got the lowest ranking with a customer score of 55%. According to respondents, the retailer’s website is difficult to navigate and they don’t give their customers up-to-date information.
Homebase aren’t taking their score lightly, though, as a spokesman for the company said:
“Customer feedback is really important to us, and we are working hard to make changes online to provide great service when customers shop with us.”
Dorothy Perkins and Sports Direct obtained the second-lowest customer score of 61%.
Which? asked survey respondents to rate their satisfaction with various eCommerce websites based on several factors, including price, product range, returns policy, and how likely they are to recommend a site to a friend.
Out of hundreds of websites that were rated, LizEarle.com bagged the top spot with a customer score of 94%. Shoppers say the site offers high-quality products, excellent service, and even free gifts.
Richer Sounds, Rohan, Seasalt Cornwall and Wex Photo Video all came in a close second with 93%.
You see, that only proves that you don’t have to be a major player to win the hearts of consumers.
If you want your own website to be everybody’s favourite and land top spot next year, heed the advice of Harry Rose, editor of Which?:
“The online shops with the happiest customers tend to be the ones that offer a personal service, quality items, and deliver quickly and conveniently. Where the big players are lacking, either with poor service or confusing websites, smaller more specialized retailers have seized the opportunity to make their mark and give shoppers exactly what they want.”
|Top 10 Online Retailers||Score||Bottom 10 Online Retailers||Score|
What are the websites on the left-hand side doing better than those those on the right? Put your answer in the comments box below.
As always, to your continued success,
Dave & Matt