TITLE

Another satisfied customer

AUTHOR(S)
Zid, Linda Abu-Shalback
PUB. DATE
March 2005
SOURCE
Marketing Management;Mar/Apr2005, Vol. 14 Issue 2, p5
SOURCE TYPE
Periodical
DOC. TYPE
Article
ABSTRACT
This article presents the findings of a market survey on satisfaction with customer services conducted by the National Retail Federations' NRF Foundation and American Express Co., in the U.S. as of March 2005. According to the survey, today's shoppers are more satisfied with the customer service they receive online than they are with service at traditional retail stores. Just 16% of traditional, retail shoppers surveyed were extremely satisfied with their most recent customer service experience, while an additional 51% were very satisfied. In contrast, online shoppers were nearly three times as likely to be extremely satisfied with their customer service experience (44%), and an additional 45% were very satisfied. To traditional shoppers, the most important elements of good customer service revolve around retail employees and the store environment, according to the nationwide survey. But, to the majority of online shoppers, 88%, having a safe and secure Web site is an extremely important component of good customer service, along with on-time delivery of merchandise, 73%, and quick responses to questions and requests, 74%. Most of the shoppers surveyed (99%) said they believe customer service is at least somewhat important when deciding to make a purchase.
ACCESSION #
16975165

 

Related Articles

  • Shoppers Turning To Online Stores For Top Service.  // Souvenirs, Gifts, & Novelties;Feb2005, Vol. 44 Issue 2, p54 

    Presents the results of a study conducted by the National Retail Federation Foundation and American Express Co. which deals with the importance of customer services to the retail trade in the U.S. Satisfaction of consumers on customer services of the retail trade industry; Factors that affect...

  • Deliver on the promise.  // Advertising Age;1/10/2000, Vol. 71 Issue 2, p20 

    The article comments on the failure of many online retailers to fulfill customer orders in time for the 1999 Christmas season. Internet retailers over all managed to deliver orders on time and correctly just 65% of the time during the holiday buying season, according to an estimate by one...

  • Payment Firms Go Shopping. Adams, John // CardLine;11/26/2010, Vol. 10 Issue 49, p22 

    The article reports on increasing services by banks and retailers which use Web and mobile technology to attract consumers. Visa International Inc. has partnered with Gap Inc. to introduce a text message-based personalized marketing campaign that uses transaction history to identify suitable...

  • Tops with Consumers: LL Bean.  // Home Textiles Today;1/28/2008, Vol. 29 Issue 4, p10 

    The article reports that direct-to-consumer outdoor lifestyle retailer L.L. Bean Inc. has taken the top spot in the third annual NRF Foundation/ American Express Customer Service Survey held in New York City. The survey measures shopper satisfaction across all retail formats. Results reveal that...

  • What should I be planning?  // Crain's Chicago Business;1/14/2008, Vol. 31 Issue 2, p22 

    The article cites a survey conducted by American Express Co. regarding the entrepreneurs' plan for their businesses in 2008 in the U.S. The survey showed that more than 50% of business owners focusing on personal resolutions say being an entrepreneur is harder than they expected. Among 52%...

  • Internet Pricing, Price Satisfaction, and Customer Satisfaction. Yong Cao; Gruca, Thomas S.; Klemz, Bruce R. // International Journal of Electronic Commerce;Winter2003, Vol. 8 Issue 2, p31 

    Given the challenges of increasing margins and building a loyal customer base, the interaction between pricing and customer satisfaction is of great interest to e-tailers. The present research models the relationships between e-tailer pricing, price satisfaction, and satisfaction with the...

  • The Nightmare Before Christmas. Brooker, Katrina // Fortune;1/24/2000, Vol. 141 Issue 2, p24 

    Reports on the disappointment that customers had in dealing with online retailers. Details of the retailers' profits between Thanksgiving and Christmas; Problems that customers experienced and the response to the online companies' stocks on Wall Street; How the companies had poor service and...

  • Shop Early.  // Fortune;Winter2001 Technology Guide, Vol. 142 Issue 12, p284 

    The article reports on the expected increase online holiday sales for 1999. Web retailers have been working all year on their order-fulfillment systems. Many have widened the product selection and shored up customer service. When Web shopping works as advertised, it is a matchless venue for...

  • Jabong.com.  // Voice & Data;Nov2013, Vol. 20 Issue 11, p27 

    The article presents a case study of the efforts of Indian fasion and lifestyle electronic commerce website Jabong.com to achieve the highest level of customer satisfaction. An overview about the history of the website, which retails fashion and lifestyle products, is provided. Also tackled is...

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics