Los Angeles–One classification where consumers seem to be pleased with their online purchases is footwear.
In Bizrate’s 12th annual Circle of Excellence Awards, three major footwear brands surged ahead of other fashion categories for outstanding customer service.
Zappos, the online resource for footwear and accessories, was one of 27 retailers named into the Platinum Circle of Excellence, where winners achieved a score of at least 9.0 out of 10.0 in all seven key satisfaction indicators reviewed for the award. Zappos, which has been a recipient of the honor for 9 years, had a 9.5 rating.
‘Online Retailers Continue to Improve’
Teva and UGG Australia, both owned by Deckers Outdoor Corporation, received the Bizrate Circle of Excellence award, the fourth time both brands have won the award. Consumers rated their online shopping experience on three separate criteria including overall satisfaction, pre-ordering satisfaction and post-fulfillment satisfaction ratings. Teva ranked high in ease and clarity of product information, while UGG Australia received high marks for ease, selection, clarity and overall design of its site. Both brands excelled in post-order fulfillment which includes availability, product satisfaction, on-time delivery and customer support.
“Deckers takes customer service very seriously,” says John Kalinich, vice president of Consumer Direct. “We’re honored that users of both UGG Australia and Teva have taken the time to rate their experience and bestow this award on the sites.”
Only 84 online retailers received this award this year, representing 1.7% of all online retailers within the Bizrate Insights North American Retailer Network.
Entry into the Circle of Excellence was more competitive than last year as average customer satisfaction ratings were higher across the board, Bizrate Insights reported.
For the 2011 award year, network averages for six of the seven included indicators were the highest seen for the last 11 years. “The increase in shoppers’ satisfaction ratings indicate that, as a whole, online retailers continued to improve the online purchase and delivery experience in the 2011 award year,” according to Bizrate.
About Bizrate Circle of Excellence 2011:
Since 2000, Bizrate Insights has been awarding theBizrate Circleof Excellence Award to those retailers who consistently gather customer feedback (via Bizrate’s free, independent ratings & reviews surveys) and earn ratings from their customers that are statistically significantly above the Bizrate Insights North American Retail Network averages for the award period. Out of the more than 5,000 retailers in its network, the2011 Bizrate Circle of Excellence winners represent the top 1.7% in customer satisfaction. Platinum level winners, the top 0.5% in 2011, not only met this criteria, but also received scores of 9.0 and above across all seven key satisfaction indicators.
The award period for the 2011 award was August 1, 2010 through July 31 of this year. The key satisfaction indicators measured for award eligibility are: immediately post purchase: Overall Satisfaction, Product Selection, and Ease of Finding; after order receipt: Likelihood to Buy Again, Product Met Expectations, On-Time Delivery, and Satisfaction with Customer Support. www.bizrateinsights.com.
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