Retail Firms Treat Web Customers Best

• Posted: Thursday, December 27, 2007
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• Author: pradhana
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• Filed under: Miscellaneous

By Jeffrey Grau, Senior Analyst

Apparel chains and mass merchandisers ranked high in The Customer Respect Group's "Customer Respect Index," which measured a customer's experience when interacting with a retailer's Web site.

Overstock.com led all sites with a 7.4 score on a 10-point scale. Behind Overstock were a number of apparel brands, such as Ralph Lauren, Gap and Old Navy, and traditional mass merchants like Kmart, Sears and Wal-Mart.

All these companies outperformed the retail industry average rating of 6.1. The retail industry led all other industries reviewed in 2007, outscoring the insurance, telecommunications and financial services industries.

The study evaluated the sites of a representative sampling of major retail companies across three dimensions.

Site usability measured how easy and accessible sites were to a variety of users. Communication was an indicator of how willing the company was to engage in one-to-one communications to answer customers' questions. Sites were also judged on how trustworthy they were with customer data.

Read more - eMarketer

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