Consumer Satisfaction Ratings

[CHR]

Customer Satisfaction Ratings for the holiday season are out.

From Internet Retailer today:

Foresee Results’ holiday report found that Internet-only retailers had an edge over multi-channel retailers in terms of customer satisfaction, as indicated by the fact that that Internet-only retailers had an average rating of 86 points while other categories of merchants and product manufacturers were at 79 or 80.

Several of the remaining retailers in Foresee Results’ survey of the Top 40 showed a drop in customer satisfaction from last year’s holiday season; such as 1-800-Flowers.com, with a score of 71 points that was a three-point drop from the previous holiday season, and Sears.com, with a score of 71, down by three points.

Among factors contributing to this season’s findings, “The tough economy and the flurry of discounting throughout the season lead to more price comparison shopping and higher expectations for deals,” says Larry Freed, president of Foresee Results.

This survey seems to rate the buying experience, and does not include the fulfillment aspect.

A 3% drop for 1800 isn't big, but at 71 it's well behind the 86 average of 'Internet-only' companies.

I noticed 1800 increased their service charge from $12.99 to 13.99. The week before Christmas, FTD's rose to $15.99. Am curious if the slide was due to shipping/relay fees, average price points or some other factor.

 

[DistinctiveFlorist]

It still surprises me that people are willing to pay a fee to do business with a company (unless they are getting discounts in the process such as Costco).

Seems to me that this is a marketing tool waiting to be utilized by real florists. If someone wants to do business with me, I will waive the $12.99 service fee.

Wanda

 

[fairfield]

I noticed 1800 increased their service charge from $12.99 to 13.99. The week before Christmas, FTD's rose to $15.99. Am curious if the slide was due to shipping/relay fees, average price points or some other factor.

Maybe they want to offer more discounts to consumers. I think the service fee appears as a constant. Kind of like a tax. It's just something you have to pay nowadays. But, if they can raise it a little then maybe they have more room to discount the product - and discounts are what count now on the internet.

It will also be interesting to see how long the consumer will tolerate this. The florist has been tolerating price increases for some time. How much can the consumer handle? :FTDme

 

[MANORVILLE]

Consumers routinely complain about the rise of " fees " or surcharges.
We hear it every day and hope it continues.