UK E-Retailers: Best and Worst of the Christmas Season

Our annual study of satisfaction with the top 40 e-retailers in the UK is out today (the Top 40 in the US will be out next week on 12/28), and the findings are pretty interesting.

First, customer satisfaction is up for the fourth year in a row, to an all-time high for the UK of 73, a slow but steady increase over the last five years.

It's also interesting to take a look at how the individual companies did. We see a really wide range of performance among UK e-retailers--there is a notable 24-point gap between the highest-scoring e-retailer (Amazon.co.uk, 85) and the lowest (London2012.com, 61).

The last quarter of the year is the most important time of the year in e-retail in both the US and the UK– especially this year during such a tumultuous economic period. The last few months of 2011 and early 2012 will could make or break many retailers.  One way to look at it is that e-retailers have a unique opportunity to acquire new customers for years to come, strengthen relationships with existing ones and make a significant difference to their bottom line.

One of the best ways to increase success is by improving the customer experience, which results in increased sales, loyalty, and positive word-of-mouth recommendations. Understanding customer needs and expectations is critical for retailers to continue to survive and thrive in an increasingly competitive and winner-takes-all business environment.

Comments

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