Online retailers less than excellent  

New York – Retailers are failing to satisfy too many online shoppers, a report by Future Now reveals – although mass merchants as a group are outperforming many of the specialty chains.

“The top-rated site in this study scored only 67 out of a possible 100,” the company notes in its 2007 Retail Customer Experience Study, which used a mystery shopper survey that ignored prices and brands but focused on issues such as ease of shopping, quality of product descriptions, and interactive customer reviews and other confidence-building measures.

Among the e-commerce sites that delivered Future Now’s highest-scoring “customer-centric experience,” the best was SmartBargains.com – which has fairly broad home textiles listings – followed by specialty retailers of electronics, jewelry and sporting goods.

The Land’s End e-commerce site (a division of Sears Holdings) came in at No.12, with a 62 rating, essentially tied with the Wal-Mart site.

Home & Textiles Today Staff | News & Commentary

 Home Textiles Today is the market-leading brand covering the home and textiles markets, offering a comprehensive package of print and online products. Home & Textiles Today provides industry news, product trends and introductions, exclusive industry research, consumer data, store operations solutions, trade show news and much more.

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HTT Cover October 2017

See the October 2017 issue of Home & Textiles Today. In this issue, we look at the Top 25 Online Retailers.  H&TT's exclusive annual ranking of the biggest online sellers of home textiles finds that while pure play etailers continue to fly, bricks & clicks are digging into omnichannel. See details!