the e-tailing group 13th Annual Mystery Shopping Study-Polished to Perform

Report Report $395
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Press Release 1.18.11
Press Release 1.26.11
Press Release 2.08.11


This study benchmarks 300 features on 100 B2C merchant websites that were mystery shopped in 4Q ’10. 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.

A comprehensive index of those features and their penetration is included for at-a-glance viewing. Execution checklists wrap up the report with a goal of elevating features to differentiate and drive dollars.


Table of Contents

  1. State of eCommerce/Introduction
  2. Methodology and Merchants
  3. Customer Service
  4. Merchandising
  5. Customer Experience Index
  6. About the e-tailing group
  7. Metrics Summary Chart

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