Pandemic Has Flower Industry Blooming: Consumers Satisfied with Available Varieties, J.D. Power Finds
Proflowers.com Ranks Highest for Seventh Consecutive Year
Although in-person interaction has been limited for some time, consumers are finding ways to stay in touch with friends and family—and sending flowers remains a staple of continuing relationships. According to the J.D. Power 2021 Online Flower Satisfaction Report, released today, consumers are most satisfied with the variety of merchandise available for purchase.
Overall satisfaction is 828 (on a 1,000-point scale), down from 831 in 2020, decreasing slightly for a second consecutive year. In order to break away from the downward trend of overall satisfaction, online flower retailers must focus on competitive pricing, which is the lowest-scoring factor in this year’s study.
Proflowers.com ranks highest in customer satisfaction with an overall score of 840. FTD.com (831) ranks second. The industry average is 828.
The 2021 Online Flower Retailer Satisfaction Report is based on responses from 1,044 customers who made an online purchase from an online flower retailer in the past 12 months. The report was fielded in January-February 2021.
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