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Dotcom brands delivering customer satisfaction

Antony Savvas

The dotcom brands are getting customer service, delivery and price right, according to research covering hundreds of UK internet 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)


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