WebProNews

It's good to know we at www.activetoys.co.uk are doing our bit to satisfy a fair portion of the other 13% :)

We regularly get thank you emails for our good customer service and for our knowledge of the website and our products.  Though as a provider of e-commerce solutions, we really ought to know how to please online customers.

We do of course get problems with couriers not showing up on time and occasional delays when stock is an issue, but on the whole when this does happen customers are informed immediately and they're offered alternative products or to wait a few days and generally people are happy to wait as long as they have an idea of how long it will be.

Our other site, www.bestoptics.co.uk see's less customers, but they're always over the moon having ordered through us, but typically they ask all the right questions before placing an order and so tend to get exactly the product they need.

I think online customer satisfaction greatly depends on the type of product you're selling them, as this relates to the type of customer you're attracting.

I don't mean to spam our own sites here, but another site we run is www.pocketgift.co.uk which sells engravable zippo lighters - we've often had complaints from people who get their lighter through with what they think is the incorrect spelling caused by us, yet we engrave exactly what is provided to us by the customer.

I wonder if these stats actually consider "problems" caused by the customer themselves, which accounts for about 70% of problem orders we get.

Cheers

Mat