Survey results show new service is on the right track

We surveyed our top customers to find out exactly what they wanted from an online service, and asked them how they felt about buying customised products online. Here are some of the highlights of what they had to say and how we have responded.

Over 60% of respondents are confident or reasonably confident in ordering customised items online, and indicated that their trust will grow the more they use a site.
The ‘build your own’ online service has been tested by our customers who, in a very short space of time, have developed their confidence to place orders this way.

Respondents stated that the provision of proofs and having a previous relationship with the company helps to increase confidence in buying customised items online. Of those that had ordered bespoke items online at work, 84% were happy with the results.
Customers enjoy the reassurance of seeing a ring binder created on screen and being able to order a sample.
The main reason respondents said they shop online was for the convenience, speed and simplicity of the internet, with account tracking, timed delivery and telephone contact numbers viewed as the most important facilities to have on an e-procurement website.

Account tracking, timed delivery and customer services telephone numbers are all available via the Duraweld website.
The main disadvantages highlighted for online buying were that one cannot discuss orders/receive suggestions, delivery problems and the lack of personal relationships.
All Duraweld customers have a designated account manager, at the end of the telephone, who looks after their every need.

 
Jane Harper, Duraweld Marketing Manager, said: “The survey results gave us some fascinating information about what people need to have confidence in using a website, and how to make their online experience as positive as possible.”

February 12, 2010 at 2:44 pm | Newsletter Spring 2010 | No comment