Improvements with Automated Phone Systems Boost Online Flower Satisfaction, J.D. Power Finds
FromYouFlowers.com Ranks Highest
COSTA MESA, Calif.: 21 March 2019 — Overall satisfaction with online flower retailers increases across all factors, according to the J.D. Power 2019 Online Flower Satisfaction Report. Specifically, the largest customer satisfaction improvement is with the overall experience with retailers’ automated phone systems.
Satisfaction is at 833 (on a 1,000-point scale) in 2019, up from 823 in 2018. As online flower retailers rely solely on websites and apps, it is imperative those customer service touchpoints perform flawlessly to keep customers satisfied. With continued focus on easing these touchpoints such as phone menu prompt navigation, customer satisfaction will continue to climb.
FromYouFlowers.com ranks highest in customer satisfaction with an overall score of 840, performing particularly well in variety of merchandise; online store services and delivery; competitiveness of pricing; and customer service. 1-800-Flowers.com (836) ranks second.
The 2019 Online Flower Retailer Satisfaction Report is based on responses from 970 customers who made an online purchase from an online flower retailer in the past 12 months. The report was fielded in February 2019.
For more information about J.D. Power solutions for the retail industry, visit http://www.jdpower.com/business/ratings/industry/retail.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, South America, Asia Pacific and Europe.
Media Relations Contacts
Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected]
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