To many, online shopping means bargain shopping. With household budgets squeezed, more shoppers are heading online. So many of them will be interested in a survey published by Which? this week.
It asked more than 14,000 members about their experiences with 96 different online retailers in 2012. The consumer rights campaigner found that despite 70 per cent of people now shopping online for cheaper prices, good customer service is just as important.
Top of the shops for the third year running was lizearle.com, the natural skincare and cosmetics brand, with a total score of 94 per cent. High street favourite John Lewis took second place and online giant Amazon came third. The survey asked for customer’s ratings for such areas as price, product stock, delivery, website usability and the returns process.
Complaints against the poor performers included delays with deliveries, unreasonable restrictions on refunds, inadequate contact details and unexpected charges at the checkout.
Is this true in the world of professional purchasing? Cost cutting remains one of the top pressures driving procurement, but this doesn’t always mean finding the lowest price.