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Industry Research : Amazon’s Prices Lead To More Customer Dissatisfaction

The e-commerce king now shares the top spot in a customer-satisfaction survey, and drops from its 2011-2013 high.

Amazon.com Inc. weathered the 2014 holiday shopping season with its customer-service crown mostly intact, but the largest e-commerce operator in North America took at least one hit that could point to vulnerability in 2015, according to new study.

Measured on a 100-point scale, Amazon, No. 1 in the Internet Retailer Top 500 Guide, achieved an online customer satisfaction score of 83, according to a report based on methodology crafted by customer satisfaction monitoring firm ForeSee. That 83 score gives Amazon a share of the top spot with web and TV retailer QVC, whose parent Liberty Interactive Corp. is No. 6 in the Top 500. QVC also earned a score of 83 last year. Three e-retailers scored 82: Avon Products Inc. (No. 49), L.L. Bean Inc. (No. 32) and Netflix Inc. (No. 7).

But Amazon’s most recent score is five points lower than the 88 score the e-retailer earned in 2013, 2012 and 2011; the average for all of the top 100 e-commerce sites, as determined by the Internet Retailer rankings, decreased two points this year, to 77 from 79. The report deems a score of 80 as "the threshold of excellence at which an organization meets and exceeds customer expectations."



"It’s a watershed year for U.S. holiday retail, starting with Amazon’s dramatic drop in customer satisfaction," says Jim Yang, senior vice president of products, marketing and services for Answers Cloud Services, part of Answer Corp., which produced the study and bought ForeSee in 2013. "This year’s data demonstrates the difficulty of staying ahead in an increasingly complex multichannel shopping world. It’s not that Amazon is no longer exceptional, because it clearly is. Rather, Amazon’s inability to deliver adequately against its customers’ expectations, particularly when it comes to product pricing, has opened the door for other retail brands this year. In the face of savvier consumers, retailers have to take a more disciplined approach to monitoring and improving customer satisfaction or else find themselves struggling to remain relevant."

The report blames part of the Amazon drop on "customers’ assessments of Amazon’s price competitiveness." Indeed, recent research from Kantar Research shows that Wal-Mart Stores Inc. (No. 4) often offers lower prices than Amazon. Pricing is positioned to take on increasing importance in 2015, given the spread of price-monitoring software and the fact that, according to one estimate, 20% of online prices change daily, as reported in a recent Internet Retailer magazine story about online pricing.

"Over the past year, Amazon customers have become more dissatisfied with Amazon pricing relative to competitors," the report says. "Many customers noted that shipping costs were too high at a time when many other mass merchants were offering free shipping. Amazon customers are also accessing other online resources and competitors’ sites more frequently than they did in 2013."

That may not be Amazon’s only problem going into 2015, the report continues. "Amazon’s decline in customer satisfaction also came with a decline in important future customer behaviors," the report says. "This year, Amazon shoppers are less likely to recommend Amazon to others, less likely to purchase again from Amazon, and less likely to remain committed to Amazon as a customer."

Amazon did not provide immediate comment on the report’s findings. A new Internet Retailer magazine cover story examines the moves Amazon might make in 2015 and the e-retailers strengths and potential weaknesses going into the new year.

The "Answers Experience Index: 2014 U.S. Retail Edition" used some 40,000 consumer surveys conducted between Oct. 26 and Dec. 15 to arrive at its findings. The study used to be called The ForeSee Experience Index but changed after Answers Corp. bought ForeSee.


Among the other findings in the lengthy report are:


• The average customer-satisfaction score for shopping in retail stores as a whole stands at 78, compared with 77 for shopping online and 76 for shopping online with mobile devices.

• Shopping continues to become more about multiple channels, requiring more attention to mobile from retail chain operators: 68% of in-store shoppers said they visited the store’s web site on their phone while in the store, compared to 55% in 2013. "Having rich content on their mobile site is critical for retail chain stores, since 46% of showrooming shoppers are buying in-store anyway," the report adds.

• Shoppers using multiple channels to shop tend to come away more satisfied: The satisfaction score for shoppers using three or more channels stands at 81 for the holiday shopping season, compared with 79 for two channels and 77 for a single channel.


Today's Tip of the Day - Find The Right Solution

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Published: Friday, February 27, 2015

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2021 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 

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