FTD ranks low on customer satisfaction

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RC in Dayton and Cincinnati

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FTD.COM ranked near the bottom in terms of satisfaction during the Christmas Holiday season.


FTD.COM ranked near the bottom in terms of satisfaction among online shoppers who visited, but may or may not have purchased, from the site.

FTD.COM ranked 35th out of 40 in the Top 40 Online Retail Satisfaction Index

http://www.chicagobusiness.com/cgi-bin/news.pl?post_date=2006-01-10&id=19082



RC in Cincinnati and Dayton
 
Thanks Randy for that info!!

I would like to add that it’s not just a problem for FTD. It’s a problem for all of us. Because the people are not happy with what they are seeing on the DELIVERED end. This makes them un-happy about what they paid FTD to send. It’s OUR PROBLEM as well.

Those stats make it worse on THE FLORIST. We’re the ones that will be left with LESS volume in the future. Bad florists and Bad order generating HURT US ALL!

People have been over-promised and under-delivered long enough in this industry!


Another point in the article----
Price was another key sticking point and rated the lowest of any satisfaction category, as many shoppers were expecting deeper discounts online.

And we are asking how low will they go...... My money is on we havent seen just how low they will go.
 
Price Perception

From the article:
Price was another key sticking point and rated the lowest of any satisfaction category, as many shoppers were expecting deeper discounts online.
Click to expand...
In reading comments from online rating sites, it appears that a significant number of national marketers' Christmas shoppers made purchases based on coupons, deals and discounts.

We now know FTD's sales were off by 4% and one has to wonder how much the discounting effected the bottom line of 1800, TF and others in the category. (We'll find out next week when the quarterly financials are announced.)

Note how some of the more successful sites (like PF) show 'A $_____ value' in addition to the 'real' price. (IMO the comparison price often has a 'plucked from thin air' quality but it seem to be working.)

The discounting wars are taking their toll as consumers are growing to expect a 'deal' on flowers across the boards.

As RC pointed out a while ago, without the discounts, some of these sites and companies don't seem to stay sticky.

<added: Don't know how a smiley ended up in the title of this post but I can't seem to get rid of it. This issue is definitely nothing to grin about.>
 
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