Mystery Shopping Survey

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Mystery Shopping Survey

02-26-2008, 11:21 AM,

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mandy Offline

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Mystery Shopping Survey

Quote: Eleven online merchants went 12 for 12 in offering key customer service features in The E-Tailing Group's 10th Annual Mystery Shopping Study of 100 leading e-commerce sites.

Those 11 e-retailers offer all 12 of the features the researchers looked for. Those features include a toll-free telephone number on the home page, keyword search functionality, correct answers to e-mail questions within 25 hours, delivery within four days, six or fewer clicks to complete checkout, and real-time inventory status in the shopping cart or on a product page.

Top-rated sites also had to display shipping status and provide order confirmation in the shopping cart. They also had to supply e-mail order confirmation, recommend products during the shopping process, display customer service hours and show holiday shopping deadlines...

full article: http://www.internetretailer.com/article.asp?id=25220

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