Efficient ecommerce platforms, prompt customer service and quick shipping are three factors that have elevated retailers above their competitors, according to a new customer satisfaction from The E-tailing Group.

Ballard Designs, Tiffany & Co., Williams- Sonoma and Wine.com were among the top retailers recognized by the survey, which uses mystery shoppers to rank and rate ecommerce merchants. Retail brands in the top 100 had the average customer service response time of 31 hours and four delivery days. On the other hand, top companies responded in 20 hours and shipped in less than three.

"These merchants understand that customers gravitate to sites with front-end efficiency and back-end speed in support and logistics," E-tailing Group president Lauren Freedman says. "Delivering a swift online shopping experience has become the ticket to retention."

This study should show retailers where they could improve their online shopping services. Response time is key – whether they are answering inquiries or shipping packages, it's absolutely crucial for merchants to be prompt.

This entry was posted by Retail Pro on Monday, February 6th, 2012 at 2:43 am .