Archive for the ‘Report’ Category

Report

the e-tailing group 18th Annual Mystery Shopping Study Summary Report


Know Your Score 2016
See Also:
Press Release 01.27.2016
Press Release 02.22.2016

Description:

This study benchmarks 272 features on 100 B2C merchant websites that were mystery shopped in 4Q ’15. 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. (View the 2014 B2C merchant websites.)

Report

Mobile Momentum

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Press Release

Description:

For the past 5 years, the e-tailing group has strived to be in the forefront of mobile by adapting to our industry-respected Mystery Shopping Study to the mobile channel. Objectives for the 2015 survey were to explore the evolution of mobile shopping in the context of greater adoption by consumers and retailers alike. We will assess the year-over-year trends, highlight top performing mobile retailers and key in on best practices.

In 3Q15 we benchmarked the on-the-go consumer experience from information gathering through purchasing and customer support. Find out the results of real shopping experiences as we evaluated the onsite user experience on 172 metrics, looking at 6 top tasks consumers are likely to perform along with the overall usability of their experience, including year-over-year results.

Check for Product at Retail Store Find A Product (Search & Navigation) Buy A Product
Browse Key Pages Research A Product Seek Customer Service

What’s Included:

  • 44-page-no holds barred encompassing look at mobile from the shopper point-of-view.
  • 6 key themes from inventory transparency to omnichannel purchasing
  • Winning retailer performance across key pages
  • 25 best practices are shared to understand how the best retailers present key pages, showcase merchandising and navigation, streamline purchasing and support customer service
  • 20 statistical charts and graphs focused on usability, browse and buy experiences, cross-channel execution and customer engagement
Mobile Merchants 3Q15
Advance Auto Parts Dick’s Sporting Goods Kay PetSmart The Men’s Wearhouse
Amazon eBags Kohl’s QVC The North Face
American Eagle Outfitters Estee Lauder L.L. Bean REI Tory Burch
Apple FTD Lane Bryant Saks Fifth Avenue Toys ‘R Us
Barnes & Noble Finish Line Lenovo Sears Ulta
Best Buy Foot Locker Lowe’s Sephora Urban Outfitters
Burberry Gap Macy’s Staples Victoria’s Secret
Coach HSN Neiman Marcus Steve Madden Walgreen’s
Crate&Barrel JCPenney Nordstrom Target Walmart
Crutchfield Kate Spade Office Depot The Home Depot Williams-Sonoma

Report

the e-tailing group 17th Annual Mystery Shopping Study Summary Report

This study benchmarks 340 features on 100 B2C merchant websites that were mystery shopped in 4Q ’14. 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 14 categories including an industry-at-large perspective. Stellar merchants are identified from a merchandising and customer service perspective.

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Report

Retailers Propel Ahead Making Progress in Mobile Customer Experiences

The Report
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Press Release

A Task-Oriented Review of the Mobile Experience

DOES YOUR MOBILE CUSTOMER EXPERIENCE KEEP PACE?

The e-tailing group has once again brought their mystery shopping prowess to bear on a 62-page-no holds barred encompassing look at mobile from the shopper point-of-view. Leverage these in-depth findings to set a savvy course for 2015 to secure your share of mobile shopping.

READ THE RESULTS

In 2Q14 we benchmarked the on-the-go consumer experience from information gathering through purchasing and customer support. Find out the results of real shopping experiences as we evaluated the onsite user experience on 174 metrics, looking at 6 top tasks consumers are likely to perform along with the overall usability of their experience, including year-over-year results.

Connect To A Store Search For A Product Buy A Product
Visit Retailer’s Mobile Site (Key Page Analysis) Research A Product Seek Customer Service

REVIEW BEST PRACTICES AND ROADMAP 2015 MOBILE INITIATIVES

  • 48 best practices are shared to understand how the best retailers merge navigational sophistication with merchandising inspiration
  • 25 statistical charts and graphs focused on usability, browse and buy experiences, cross-channel execution and customer engagement

For a list of retailers reviewed or more information on the methodology, please email LF@e-tailing.com

Report

Back to School Shopper Behavior Survey

The Report
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Press Release
Infographic

Description

Results from the Baynote/e-tailing group Back to School Shopping Survey of 1000 parents of school age children. Our goal was to measure back to school shopping behavior in order to help retailers deliver better merchandising techniques and shopping tools and to better understand the back to school shopper expectations and preferences.

What’s Included

  • Back to School research details
    • How we shop: key influencers
    • Where we shop: channels
    • How we use promotions
    • The impact of social and mobile
  • Top takeaways for the Back to School retailer

ReportPodcast

the e-tailing group 16th Annual Mystery Shopping Study Summary Report

e-tail / Detail e-tail detail
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See Also:
Press Release 01.21.14
Press Release 01.30.14
Press Release 02.13.14

Description:

This study benchmarks 335 features on 100 B2C merchant websites that were mystery shopped in 4Q ’13. 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.

Report

Shoppers Reveal Great Expectations for Omnichannel Commerce

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Press Release 01.09.2014

Results from the Baynote/e-tailing group 4th Annual Holiday Online Shopping Survey. The study surveyed 1,000 U.S. online holiday shoppers post Cyber Monday in order to gain insight into consumer behavior and key buying influencers across various retail channels, including physical stores, eCommerce websites, social networks, tablets and mobile devices.

Click infographic below to enlarge

Baynote_HolidayShopperStory_FINAL

Report

Merchants Seek Mobile Mastery: A Task-Oriented Review of the Mobile Experience

For the past 4 years, the e-tailing group has strived to be in the forefront of mobile by adapting our industry respected mystery shopping to the mobile channel. Objectives for the 2013 survey were to assess the year-over-year trends, highlight top mobile retailers and key in on best practices. Retailers can then roadmap opportunities to evolve this technology in hopes of maintaining parity with their competitors all the while staying in step with the connected consumer.

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Report

12th Annual Merchant Survey: Superior Shopping Experiences: Compelling Merchandising and Marketing for Connected Customers

This report is a comprehensive reference source for strategy, merchandising, and marketing trends online and across channels. A compilation of responses and commentary from 147 senior executives with responsibility for ecommerce, results provide a unique overview – from the sellers’ perspective, with observations and guidelines interjected from the e-tailing group, inc. based on 18 years of ecommerce and over 50+ years of retail experience.

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Report

the e-tailing group 15th Annual Mystery Shopping Study Summary Report

This study benchmarks 314 features on 100 B2C merchant websites that were mystery shopped in 4Q ’12. Our extensive summary highlights key metrics and trends from both a service and selling perspective.

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