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


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.)

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