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3Q 04 Back To School
Conducted by the e-tailing group, inc.

Customer Service

Feature or Functionality	Feature Penetration
Customer Service Information
800 #/Toll Free Customer Service	96%
List Customer Service Hours	72%
U Promise	4%
Donation	28%
Guarantee	60%
FAQ's	68%
1st Time User Tips	52%
Co-Branded Credit Card	68%

Membership
Requires Membership	60%
One Click Setting	48%

Inventory/ Backorders
Real-time Inventory	80%
Real-time Inventory from Product Page	75%
Real-time Inventory Shopping Cart	90%
Sites with Backordered/ Out-of-Stock product	12%
Online Shipping Status	92%
Items Never Shipped (B/O, O/S)	0%

The Order Process
Average Number of Clicks to Checkout	5.04
Shopping Cart Up-sells	36% (11 sites)
Shopping Cart Cross-sells	82% (11 sites)
# Products Recommended	3.36 (11 sites)
Relevancy of Products	4.18 (11 sites)

Shipping
Average Shipping Charge	5.47
Average # Business Days to Receive Item	4.0
UPS Ground	28%
UPS 2nd Ground	4%
USPS Ground	16%
FedEx Ground	8%
Store Pick Up	23%
Other	12%

Order Confirmation
Order Confirmation # in Shopping Cart	100%
Recommended Products/ Features in Shopping Cart	28%
E-mail Order Confirmation	92%
Order # Included in Confirmation	100% (23 Sites)
Order Confirmation Up-sells	40% (5 Sites)
Order Confirmation Cross-sells	60% (5 Sites)
E-mail Shipping Confirmation	82% (17 Sites)
E-mail Shipping Confirmation Up-sells	29% (17 Sites)
E-mail Shipping Confirmation Cross-sells	6% (17 Sites)

Email Communication
Answer E-mail Question Correctly	71% (21 sites)
Auto Response	29% (21 sites)
Personalized Responses	71% 21 sites)
E-mail Response Time Stated	43% (23 sites)
Average # Hours between our email to Customer Service	31.50
Answered E-mail on 1st Attempt	76%
Answered E-mail on 2nd Attempt	8%
Never Answered E-mail	16%
Live Help
Live Help Available	32%
Live Help in Working Order	63% (8 sites)
Average Time to Chat	6.8 min

Return Process
Return Authorization Required	8%
Online Return Forms	16%
Prepaid Return Labels Provided	30%
Returned to Store	78% (23 sites)
Returned Via E-mail	22% (23 sites)
Average time to to Return In-store	3.27 minutes
In-store Return Desk/Help Easy to Locate	89%
Return required help of a Manager/Other Associate	50%
All pertinent information was included on packing slip for return	94%
Store Employee mention Web	6%
Store Traffic
Light	89%
Medium	6%
Heavy	5%

In-store
In-store Signage	35% 17 sites)
Informational	35% (17 sites)
Internet Access to Place Order	12% (17 sites)
URL & Web Collateral in Store	72% (18 sites)

Marketing Measurement
Promo Code Option in Shopping Cart	52%
Catalog Source Code Option in Shopping Cart	15% (13 sites)

Merchandising

Feature or Functionality	Feature Penetration
Search/Shop
Keyword Search	96%
Advanced Search	20% (24 sites)
Descriptive Phrase Search Results
Correct Results Found	92%
1st page Relevancy (1-5)	4.46
Misspelled phrase
Correct Results Found	33%
1st page relevancy (1-5)	2.33

Seasonal Marketing
Uniform Area	70% (10 sites)
BTS Area	68%

Merchandising
Established
Themed Areas	32%
Brand Boutiques	82% (17 sites)
Top Sellers	60%
What's New	64%
Promotional
Sales & Specials	88%
Onsite outlet	48%
Couponing	20%
Rebates	32%
Promotional Strategy	56%
Custom Content
Product Comparison	40%
Guides/ How to	72%
Shopping Lists/ Wish Lists	64%
Rating/ Reviews	24%

Multi/ Cross-Channel
Affiliate Program	68%
Catalog Request	85% (13 sites)
Shop the Catalog	38% (13 sites)
Catalog Quick Order	46% (13 sites)
Retail Locator	100%
Outlet Locator	63% (8 sites)
Store Pick up	38% (24 sites)
Store Returns	88% (24 sites)
Store Events	33% (24 sites)
As Advertised	36%
Print/Weekly Circular	36% (66 sites)
TV	4%

Promotional Strategies
Offer Free Shipping on All Products	24%
Offer Conditional Free Shipping	43% (23 sites)
Targeted e-mail post order	68%

Profiling
Interactive Tools	36%
Refer/E-mail a Friend	40%
Targeted E-mail	84%
Opt-In	86%
Opt-Out	38%
Newsletter	28%
Opt-In	86%
Opt-Out	57%

Product Page/ Enhancement
Product Images (1-5 5=best)	4.06
Product Page Up-sells	40%
Product Page Cross-sells	68%
# Products Recommended	3.45 (23 sites)
Relevancy of Products	4.91 (23 sites)
Zoom	68%
Color Change	20%
3D	8%
Shop by Outfit/ Room Setting/ Grouping	19%

Gifting
Gift Certificate/Card	84%
Mailed Certificate/Card	95% (21 sites)
Electronic Certificate	43% (21 sites)
Redeemable Online	81% (21 sites)
Redeemable In-store	100% (21 sites)

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