The online apparel sites with the greatest customer satisfaction are mostly the well established catalogers with loyal following, says the latest eCommerce Pulse report from Harris Interactive. On a scale of 1 to 10, EddieBauer.com and ColdwaterCreek.com rated 8.8 among consumers who seriously shopped the site, whether they bought or not. LandsEnd.com rated an 8.6, Blair.com, 8.4, and OldNavy.com, Cahdwicks.com and LLBean, 8.3. JCPenney.com and Fredericks.com both rated 8.
“A loyal customer base that is used to buying without having to actually feel the product is one of their most important assets,” says Lori Iventosch--James, director of e-business/technology research at Harris Interactive.
Harris Interactive performs monthly online surveys of several thousand consumers from its base of millions of opt-in consumers to determine their extent of online shopping and buying in the previous month. From that group, it derives its satisfaction data, relying only on consumers who have bought or seriously considered purchases at sites.