Company ‘Which?’ asked customers in between June and July 2018 to tell them what their online experiences were over the past six months. They had to rate each company website they have recently shopped with, they told Which? how satisfied they were with their experience and whether or not they would recommend the particular websites.
What is the worst online shop?
Homebase is named Britain’s worst online shop according to consumer group Which?
The DIY chain website was hard to navigate, offered poor value for money and was often not up to date with stock details. Other companies such as Sportsdirect.com, DorothyPerkins.com and B&Q also came bottom of the survey. Homebase scored 55% from customer scores.
Which asked people to score the shops on several factors such as price, product range, and the returns process.
A Homebase spokesman said: “Customer feedback is really important to us, and we are working hard to make changes online to provide great service when customers shop with us.”
What is the best online shop?
The best rated online shop according to Which? is LizEarle.com, the skincare specialised scored 94% of customer reviews. Liz Earle’s website was used by more than 10,000 Which? members.
Runners up were RicherSounds.com, Rohan.co.uk, SeasaltCornwall.co.uk and WexPhotoVideo.com they all scored 93%.
Beauty specialist LizEarle.com was admired for its natural high quality, excellent service and good money off offers.
The biggest major retailer to make the top 10 best online shop is JohnLewis.com which is placed sixth, they scored 90% on customer ratings. They were followed by well known companies such as Dyson.co.uk and Lakeland.co.uk.
What makes a good online shop?
Online shopping is one of the main ways to shop now but even though it a lengthier process, customers still expect a high level of service. The shops customers seem happy with have high quality products, quick delivery and a personal experience. Shops that have a low score are due to having poor service, confusing websites and have bad layouts or stocks.
Customers will go to websites that are easy to use and a quick. Friendly customer service and a easy returns policy or even good customer feedback.
The key to getting good customer ratings is to have a personal experience that is beneficial to the customers; it does not matter if you have a big or small company, customers will gravitate to companies with personalised features.
