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4Q 05 Mystery Shopping Summary
Conducted by the e-tailing group, inc.

Feature or Functionality e-tailing
100 4Q '05
Customer Service Information
800 #/Toll Free Customer Service 93%
List Customer Service Hours 75%
Guarantee 62%
FAQ's 73%
Contact Information 92%
1st Time User Tips 26%
Seasonal Marketing
Seasonal Area 79%
Holiday Shipping Deadline 72%
Promotional Strategies
Sales & Specials 91%
Limited hour specials (lunch time, 4 hour) 22%
Internet Only Sales/Specials 19%
(85 sites)
Online Outlet 51%
Rebates 20%
Couponing 5%
  Onsite Coupons 40%
(5 sites)
  In store Coupons 80%
(5 sites)
Gift with Purchase 32%
Other (Buy one get one free, $/% off next Purchase) 30%
Free Shipping
Offer Free Shipping on all Products 6%
Offer Conditional Free Shipping on all Products 33%
Offer Conditional Free Shipping on Certain Products 23%
Conditional Free shipping to a store 17%
(70 sites)
Membership
Requires Membership 31%
One Click Setting 43%
Inventory/ Backorders
Real-time Inventory 76%
  On Product Page 80%
(76 sites)
  In Shopping Cart 72%
(76 sites)
Online Shipping Status 96%
Items Never Shipped
(B/O, O/S)		 3%
Shopping Cart
Deferred Payment Plans 15%
Bill Me later 12%
Picture of Product in Shopping Cart 57%
Recommended products in the shopping cart 62%
Alternative products 18%
(62 sites)
  Shopping Cart Up-sells 42%
(62 sites)
  Shopping Cart Cross-sells 73%
(62 sites)
  # Products Recommended 3.53
(55 sites)
  # Products Recommended Varies 11%
(62 sites)
  Relevancy of Products (1-5 5=best) 3.49
(62 sites)
  Links based 94%
(62 sites)
  Text based 6%
(62 sites)
Recommendations switch out when new item added to cart 65%
The Order Process
Average Number of Clicks to Checkout 5.27
Shipping
Multi-National Site Entry 18%
Ability to Shop in another Language 21%
International Shipping (Beyond Japan & Canada) 28%
Average Shipping Charge $5.96
(59 sites)
Average # Business days to Receive Item 4.5
(97 sites)
Order Confirmation
Immediate Order Confirmation # in Shopping Cart 94%
  Shopping Cart Confirmation Merchandising 41%
Post Order E-mail Confirmation 96%
PS feature to post order e-mail 4%
(96 sites)
  Text 67%
(96 sites)
  HTML 33%
(96 sites)
  Confirmation # included in E-mail 100%
(96 sites)
  Order Confirmation Customer Service 95%
(96 sites)
  Order Confirmation Merchandising 35%
(96 sites)
   Order Confirmation Up-sells 50%
(34 sites)
   Order Confirmation Cross-sells 29%
(34 sites)
E-mail Shipping Confirmation 89%
(97 sites)
   Shipping Confirmation Merchandising 28%
(86 sites)
   Text 71%
(86 sites)
   HTML 29%
(86 sites)
Post order tools
Link to product page from post order e-mails 13%
(94 sites)
E-mail Communication
Is e-mail personalized in salutation? 69%
(96 sites)
# of hours between auto e-mail response or personalized response (minutes) 29.69
1st attempt/ 2nd attempt never answered question 2%
(98 sites)
Answer e-mail Question Correctly 76%
(96 sites)
  Auto Response 17%
(96 sites)
  Personalized Response 83%
(96 sites)
Live Help
Live Help Available 27%
  Live Help in Working Order 89%
(27 sites)
Average Time to Chat 7.29 min
(24 sites)
Did they Answer the Question? 75%
(24 sites)
Quality of Service Received (1-5 5= best) 3.88
(24 sites)
Return Process
Return Authorization Required 16%
Online Return Forms 14%
Prepaid Return Labels Provided 26%
Smart Label 7%


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