Whitepaper

The Merchantry Report: The State of Online Marketplaces 2012

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Description:

the e-tailing group and Merchantry jointly constructed an extensive, first-of-its-kind survey to contrast and compare the consumer experience of searching and shopping marketplaces across the web, versus traditional retailer encounters. An in-depth look at merchandising and customer service supports insights. The goal was to establish benchmark data for these marketplaces.

Amazon.com Kohls Sears
Barnes & Noble Newegg.com ShopNBC
Best Buy OneStopPlus.com Tiger Direct
Buy.com Overstock.com Walmart

The process started with identification of a series of marketplace products followed by search, merchandising, shopping and customer service in order to get a 360-degree view of the shopping experience. In aggregate, 134 metrics were part of the overall study.

Highlights
To establish benchmarking data for marketplace evaluation by Merchantry and the industry-at-large, current retail expectations, marketplace research findings, along with EG food-for-thought commentary is presented for each of these areas.

  1. SHOPPING TOOLS
  2. PRODUCT INFORMATION
  3. SHOPPING CARTS
  4. CUSTOMER SERVICE
  5. COMMUNICATION

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