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Description
A complete look at the entire shopping experience from the customer's perspective based on the e-tailing group's survey of 100 top merchants.
What's Included
 An in-depth look at 14 consumer categories and the 13 merchandising tool sets that drive merchandising online
Extensive review of over 75 features and their penetration across the surveyed merchants
Research Methodology
Research Goal
Understand the complete shopping experience from the customer perspective. Review the pre-shopping as well as post shopping experience allowing for analysis that includes the time requirements, overall experience and merchant communication capabilities.
Process
1. Purchase one product, for ground delivery on each web site.
2. Contact each merchant either via live chat (methodology of choice) or standard email to inquire about merchant services or product information.
3. Return products in store to a sample grouping of the e-tailing 100
4. Return all products following directions provided on the site.
Research Timeline
4th Quarter 2005
The 14 Consumer Categories
Accessories
Apparel
Books/Music
Department Stores
Drugstores
Gifting
Health/Beauty
Home/Garden
Mass Merchants
Office Supplies
Pets
Sporting Goods
Technology
Toys/Games
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The 13 Customer Service Tool Sets
Customer Service Information
Seasonal Marketing
Promotional Strategies
Shipping
Membership
Inventory/Backorders
Shopping Cart
The Order Process
Shipping
Order Confirmation
Email Communication
Live Help
Return Process
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Description
A complete look at the entire shopping experience from the customer's perspective based on the e-tailing group's survey of 100 top merchants.
What's Included
An in-depth look at 14 consumer categories and the 13 merchandising tool sets that drive merchandising online
Extensive review of over 80 features and their penetration across the surveyed merchants
Research Methodology
Research Goal
Understand the complete shopping experience from the customer perspective. Review the pre-shopping as well as post shopping experience allowing for analysis that includes the time requirements, overall experience and merchant communication capabilities.
Process
1. Purchase one product, for ground delivery on each web site requesting gift wrap or box where available.
2. Pick up merchandise in store where available
3. Contact each merchant either via live chat (methodology of choice) or standard email to inquire about merchant services or product information.
4. Return products in store to a sample grouping of the e-tailing 100
5. Return all products following directions provided on the site.
Research Timeline
4th Quarter 2004
The 14 Consumer Categories
Accessories
Apparel
Books/Music
Department Stores
Drugstores
Gifting
Health/Beauty
Home/Garden
Mass Merchants
Office Supplies
Pets
Sporting Goods
Technology
Toys/Games
|
The 13 Customer Service Tool Sets
Customer Service Information
Seasonal Marketing
Promotional Strategies
Membership
Inventory/Backorders
Shopping Cart
The Order Process
Shipping
Order Confirmation
Email Communication
Live Help
Return Process
Marketing Measurement
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Description
A complete look at the entire shopping experience from the customer's perspective based on the e-tailing group's survey of 100 top merchants.
What's Included
An in-depth look at 15 consumer categories and the 13 merchandising tool sets that drive merchandising online
Extensive review of 80 features and their penetration across the surveyed merchants
Research Methodology
Research Goal
Understand the complete shopping experience from the customer perspective. Review the pre-shopping as well as post shopping experience allowing for analysis that includes the time requirements, overall experience and merchant communication capabilities.
Process
1. Purchase one product, for ground delivery on each web site requesting gift wrap or box where available.
2. Pick up merchandise in store where available
3. Contact each merchant either via live chat (methodology of choice) or standard email to inquire about merchant services or product information.
4. Return products in store to a sample grouping of the e-tailing 100
5. Return all products following directions provided on the site.
Research Timeline
4th Quarter 2003
The 15 Consumer Categories
Accessories
Apparel
Books/Music
Computers
Consumer Electronics
Department Stores
Drugstores
Gifting
Health/Beauty
Home/Garden
Mass Merchants
Office Supplies
Pets
Sporting Goods
Toys/Games
|
The 13 Customer Service Tool Sets
Customer Service Information
Seasonal Marketing
Promotional Strategies
Membership
Inventory/Backorders
Shopping Cart
The Order Process
Shipping
Order Confirmation
Email Communication
Live Help
Return Process
Marketing Measurement
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| 2002 |
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Description
A complete look at the entire shopping experience from the customer's perspective based on the e-tailing group's survey of 100 top merchants.
What's Included
An in-depth look at 15 consumer categories and the 13 merchandising tool sets that drive merchandising online
Extensive review of 76 features and their penetration across the surveyed merchants
Research Methodology
Research Goal
Understand the complete shopping experience from the customer perspective. Review the pre-shopping as well as post shopping experience allowing for analysis that includes the time requirements, overall experience and merchant communication capabilities.
Process
1. Purchase one product, for ground delivery on each web site requesting gift wrap or box where available.
2. Contact each merchant either via live chat (methodology of choice) or standard email to inquire about merchant services or product information.
3. Return all products following directions provided on the site.
Research Timeline
4th Quarter 2002
The 15 Consumer Categories
Accessories
Apparel
Books/Music
Computers
Consumer Electronics
epartment Stores
Drugstores
Gifting
Heath/Beauty
Home/Garden
Mass Merchants
OfficeSupplies
Pets
Sporting Goods
Toys/Games
|
The 13 Customer Service Tool Sets
Customer Service Information
Seasonal Marketing
Promotional Strategies
Membership
Inventory/Backorders
The Order Process
Shipping
Order Confirmation
Upsells/Cross-sells
Email Postorder Communication
Live Help
Return Process
Marketing Measurement
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Description
A complete look at the entire shopping experience from the customer's perspective based on the DMA/e-tailing group's survey of 100 top merchants.
What's Included
An in-depth look at 16 consumer categories and the 14 merchandising tool sets that drive merchandising online
Extensive review of 100 features and their penetration across the surveyed merchants
Best practices in customer service online including merchant examples
A series of 4 comprehensive charts with summary highlights and details of selling on both a category and channel basis
Research Methodology
Research Goal
Understand the qualitative and quantitative merchandising presentation of 100 merchants including specific presence of over 100 features across 9 key merchandising tool sets
Process
1. Purchase one product, for ground delivery on each web site requesting gift wrap or box where available.
2. Contact each merchant either via live chat (methodology of choice) or standard email to inquire about merchant services or product information.
3. Return all products following directions provided on the site.
Research Timeline
4th Quarter 2001
The 16 Consumer Categories
Accessories
Apparel
Automotive
Books/Music
Computers
Consumer Electronics
Department Stores
Drugstores
Gifting
Health/Beauty
Home/Garden
Mass Merchants
Office Supplies
Pets
Sporting Goods
Toys/Games
|
The 14 Customer Service Tool Sets
Customer Service Information
Seasonal Marketing
Gifting
Promotional Merchandising
Membership
Inventory/Backorders
The Order Process
Shipping
Order Confirmation
Email Postorder Communications
Upsells
Live Help
Return Process
Order Tracking |
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Customer Service Winners, January 15, 2008
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Customer Service Excellence, January 9, 2007
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Customer Service Excellence, January 10, 2006
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Customer Service Bests, January 6, 2005
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Merchants Kick-Off Holiday Selling with Email, December 2, 2004
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Customer Service Winners, January 27, 2004
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E-commerce Standards Emerge, January 26, 2004
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Buy Online/ Return In-Store, Jan 8, 2004
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Buy Online/ Pick-Up In-Store, October 8, 2003
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Benchmarks for Buy On-line/Pick-up in Store, October 23, 2003
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Merchandising is Again Trendy!, February 27, 2003
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Mystery Shopping Study Finds Sites Focused on Execution to Make Online Shopping More Efficient, February 4, 2003 |
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Online Customer Service Improved in 2001 - January 14, 2002
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