Posts Tagged ‘mystery shopping’

Report

the e-tailing group 12th Annual Mystery Shopping Study-Efficiencies, Differentiators, Involvers

This study benchmarks over 280 features on 100 B2C merchant websites that were mystery shopped in 4Q ’09. 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 both a merchandising and customer service perspective. A comprehensive index of those features and their penetration are included for at-a-glance viewing. Execution checklists wrap up the report with a goal of elevating features to differentiate and drive dollars.

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Press Releases

Mass Merchants Dominate the e-tailing group Customer Experience Index

In conjunction with their Annual Mystery Shopping Study the e-tailing group has released the 3rd Annual Customer Experience Index results, leveraging quantitative analysis to specifically understand how merchants stack-up against the e-tailing 100 websites, their category, and direct competition. Websites are scored on a 100-point scale where five key pages, merchandising, and customer service, the triple crown of any customer experience, are all factors.

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Press Releases

Ten Merchants Meet the e-tailing group’s Criteria for Online Customer Service Excellence

Results of the e-tailing group’s 12th Annual Mystery Shopping Study, conducted during 4Q ’09, recognize ten merchants out of the 100 benchmarked for excelling at online customer service. “These merchants clearly went beyond the call of duty to fulfill customer expectations. Notably three of the ten who met our criteria were also recognized last year (Brooks Brothers, Crutchfield, and Lands’ End). We believe service should be the differential that defines best-in-class retailing and as such we will continue to reward stellar merchants for exceptional performance. We congratulate them all,” expressed Lauren Freedman, President of the e-tailing group.

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Whitepaper

The Personalized Product Recommendations Value Proposition – A Practical Guide to a Positive Selling and Shopping Experience

2009 marks the second year that MyBuys and the e-tailing group have surveyed consumers to track how they relate to and use personalized product recommendations (PPRs). As part of that effort, we looked at several questions on a historical basis to understand any shifts in the consumer’s mind. Our research focus begins with personalized product recommendations positioning, favored messaging, and the role of email communication from cart abandonment to triggered email as averting abandonment and converting carts is even more critical today.

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Report

Rethink, Refine, Retool and Reinvent…e-tailing group Holiday Mystery Shopping, 2008

A comprehensive review of the entire shopping experience from the customer’s perspective based on the e-tailing group’s survey of 100 top merchants.

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Podcast

Experiential and Express Shopping Fuel Online Channel Growth, Mystery Shopping, Holiday 2007

A comprehensive review of the state entire shopping experience from the customer’s perspective based on the e-tailing group’s survey of100 top merchants…

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