Consumers Raise the Bar for Customer Satisfaction in Online Retail
Bizrate® Insights, one of the largest sources of consumer-generated review content in the world, announced today the winners of its eleventh annual Bizrate Circle of Excellence. The award recognizes retailers that provided outstanding online customer experiences throughout the past one-year period, as rated by their own customers.
A widely recognized symbol of trust and dedication to customer service, the 2010 Bizrate Circle of Excellence award was earned by 134 online retailers, representing the top 2.7% of the Bizrate Insights North American Network. Online retailers earning this prestigious award received significantly higher* customer ratings than the Network average across seven key satisfaction indicators. The Network averages this year were higher for five of the seven key satisfaction indicators, raising the bar for retailers striving to earn the award. The increase in shoppers’ satisfaction ratings indicate that, as a whole, online retailers improved in satisfying their customers in the 2010 award year.
Of this group of Circle of Excellence award recipients, 34 retailers, representing 0.7% of the Network, received the highest distinction: the Platinum Award. The Platinum Circle of Excellence is awarded to retailers that achieved a score of at least 9.0 out of 10.0 in all seven key satisfaction indicators named below.
| Circle of Excellence Satisfaction Indicators |
| Overall Satisfaction at the Point of Sale |
| Product Selection |
| Ease of Finding what the customer is looking for |
| Repurchase Intent after order receipt |
| Product Met Expectations after order receipt |
| On-time Delivery |
| Customer Support |
* Based on statistical significance
Customer feedback collected between August 2009, and July 2010
For customer-centric retailers such as Quill.com, a five-time award winner, earning the Bizrate Circle of Excellence Award validates its efforts to be one of the best online retailers in the area of customer satisfaction. “We are thrilled to receive our 5th Bizrate Circle of Excellence award, which we see as the standard in e-commerce customer satisfaction. The customer feedback collected through the Bizrate buyer surveys keeps our team focused on how to create a great shopping experience for customers each and every time they interact with Quill.com,” said Ken Wnek, Vice President, Operations and Sales for Quill.com. “The Circle of Excellence satisfaction indicators are in alignment with how we strive to build customer loyalty, thus winning this award is confirmation that we are focusing on what matters most to customers.”
Bizrate Insights offers free surveys and reports to more than 5,000 retailers, providing them with actionable insights to build customer loyalty and grow their e-commerce businesses. Retailers depend on Bizrate Insights for guidance in developing and maintaining superior customer service, as well as cultivating a community of loyal shoppers. “The chance to reward retailers for their dedication to customer service and to recognize great online retailers of all sizes makes this one of the most exciting times of the year for our company,” says Bill Glass, President of Shopzilla, Inc. the parent company for Bizrate and Bizrate Insights.
