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BizReport : Ecommerce archives : December 23, 2008


ForeSee Results: Which UK ecommerce hubs are tops with consumers

How does your ecommerce hub rate with other hubs? A new report from ForeSee Results sheds light on which UK ecommerce websites are tops with consumers and which hubs are falling short.

by Kristina Knight

forsee.gifBefore we get to the nitty gritty, let's take a look at overall customer satisfaction. According to the results consumers are more satisfied this year than last with the top 30 websites with nearly one-third of sites scoring more than 70 points on a 100 point scale.

Tops with shoppers this year were Amazon.com and Play.com (tying with a score of 78). EBay UK (72 score) Apple iTunes UK (71), Screwfix Direct (71), QVC UK (70) and Ebuyer (70) rounded out the top five.

What makes these sites better than others? According to the consumer poll it is the availability of merchandise and the variety of merchandise on a website. Variety is becoming more and more important for shoppers according to the report.

"UK retailers need to focus most on improving the availability, variety, and appeal of merchandise in order to improve online satisfaction," said Larry Freed, CEO of ForeSee Results. "A retailer's website content has the lowest impact of customers' likelihood to buy online or offline, buy again, recommend the website, or return to the website. By focusing on improving key aspects of a website - areas which directly affect customer satisfaction (and therefore a company's bottom line), retailers can gain maximum results and enjoy repeat business for years to come - critical in today's market climate."






Tags: customer satisfaction, ForeSee Results, online shopping, UK ecommerce








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