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.

Featured Video

  • 1200 Suppliers are Ready for You at Intertextile Shanghai

    Camera Icon More Videos

Subscribe to
Home & Textiles Today eDaily
Receive the news you need to know about the trends in the industry delivered right to your inbox.

CURRENT ISSUE

HTT August 2017

See the August 2017 issue of Home & Textiles Today. In this issue, we look at the Top 50 Retailing Giants Report, plus Manufacturing: Made in the USA gaining ground; International: Portugal ramping up exports; New products: NY Now home textiles introductions; Outlook: Commentary from H&TT's editors; and Planning: Trade show calendar.

See details!