The dotcom brands are getting customer service, delivery
and price right, according to research covering hundreds of
UKinternet shoppers.
With the exception of
Tesco, the top of the best online customer satisfaction charts
are dominated by stores with no high-street presence.
Pangora, which operates more than 100 shopping portals across
Europe, asked hundreds of online shoppers to rate their experiences
- including delivery, quality of website, speed of delivery and
customer service - across all the online retailers they had
used.
Amazon trumped Argos, HMV, Waterstones, Woolworths and Comet to
take the number one spots in the gadgets and entertainment retailer
categories.
Lastminute and
Expedia beat Thomas Cook in the travel category.
Asos topped Littlewoods, Top Shop, Diesel, and Ann Summers in
clothing.
Computer manufacturer
Dell triumphed over Maplin and Apple among the computer
retailers. The only high-street retailer to win their category was
Tesco, which fended off Asda and Sainsbury's to be best online
grocer.
The e-tailers were selected across six different product
categories: gadgets, entertainment, travel, grocery, fashion and
computing. In each case voters rated the retailers they had
purchased from according to price, range, service and speed, and
also indicated whether they would recommend them to a friend.
The scores across each category were calculated to give an
overall winner in each case.
The results showed that the top three online UK retailers in
each category were:
Gadgets
1. Amazon
2. Argos
3. eBuyer
Travel
1. Lastminute.com
2. Expedia
3. Thomas Cook
Entertainment
1. Amazon
2. Play.com
3. HMV
Grocery
1. Tesco
2. Asda
3. Sainsbury's
Computers
1. Dell
2. Maplin
3. Apple
Fashion
1. ASOS
2. Littlewoods
3. Ann Summers/Dorothy Perkins (joint)