COSTA MESA, Calif.: 21 March 2018 — Online flower retailer customer satisfaction continues to be contingent on competitiveness of pricing, and online store services and delivery of the brand, according to the J.D. Power 2018 Online Flower Retailer Satisfaction Report,SM released today. Customer satisfaction, however, has decreased from 2017, due to declines in customer service and online store services and delivery. Overall satisfaction among online flower retailer customers decreases to 823 (on a 1,000-point scale) from 829 in 2017.
The report measures overall satisfaction with online flower retailers among customers who completed a purchase from an online flower retailer website within the past 12 months. Satisfaction is examined across seven factors (listed in order of importance): competitiveness of pricing; online store services and delivery; in-stock availability of merchandise; usefulness of information; variety of merchandise offered; website/online store; and contact with customer service.
Among the retailers included in the report, ProFlowers ranks highest, earning an overall satisfaction score of 834. This is the fourth consecutive year that ProFlowers ranks highest, showing superior performance in the website/online store and in-stock availability of merchandise factors.
Notable in the report is thatamong delighted customers (overall satisfaction scores of 900 and above), 80% say they “definitely will” repurchase flowers from the brand, compared with the report average of 56%. Additionally, 90% of delighted customers say they “definitely will” recommend the brand to others, compared with the report average of 66%.
ProFlowers (834) ranks highest in overall customer satisfaction, performing highest in two of the seven factors: website/online store and in-stock availability of merchandise. ProFlowers also performs well in usefulness of information, variety of merchandise offered, and online store services and delivery.
The 2018 Online Flower Retailer Satisfaction Report is based on responses from 1,038 customers who made an online purchase from an online flower retailer in the past 12 months. The report was fielded in February 2018.
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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 is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.
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