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News : Online Flower Retailers See Biggest Satisfaction Improvement with Customer Service

#contactcenterworld, @JDPower

Troy, MI, USA, March, 2020 -- Although overall satisfaction with online flower retailers remained relatively flat, satisfaction with customer service increases 26 points (on a 1,000-point scale) from 2019, according to the J.D. Power 2020 Online Flower Satisfaction Report.

Overall satisfaction is 831, slightly down from 833 in 2019. The biggest improvement was seen with customer service (+26 points from 2019). Now, moving forward, retailers should focus on improving other avenues such as competitive pricing, online store services and delivery and in-stock availability of merchandise to boost satisfaction.

Study Results

Proflowers.com ranks highest in customer satisfaction with an overall score of 839, performing particularly well in contact with customer service; in-stock availability of merchandise. 1-800-Flowers.com (831) ranks second.

The 2020 Online Flower Retailer Satisfaction Report is based on responses from 1,152 customers who made an online purchase from an online flower retailer in the past 12 months. The report was fielded in January 2020.

#contactcenterworld, @JDPower

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About J.D. Power:
Company LogoEstablished in 1968, J.D. Power and Associates is a global marketing information firm that conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior. Today, the firm's services include industry-wide syndicated studies; proprietary (commissioned) tracking studies; media studies; forecasting; and training services, as well as business operations analyses, and consultancies on customer satisfaction trends.
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Today's Tip of the Day - Where Is The Problem?

Read today's tip or listen to it on podcast.

Published: Friday, March 6, 2020

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2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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