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The e-tailing group 14th Annual Mystery Shopping Study (2011)
This study benchmarks 382 features on 100 B2C merchant websites that were mystery shopped in 4Q '11. Our extensive summary highlights key metrics and trends from both a service and selling perspective. Throughout, the presence of each element is presented via a series of 13 categories including an industry-at-large perspective. Stellar merchants are identified from a merchandising and customer service perspective.
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