CEO Sharon Price John says Build-A-Bear’s old e-commerce system is a big reason for disappointing online sales in December.
BizRate’s second annual Circle of Excellence awards recognize the top merchants who exceed industry average ratings on six criteria.
Los Angeles-based BizRate.com announced today its second annual Circle of Excellence Platinum awards recognizing 24 of the best e-retailers for outstanding performance during the holiday season. BizRate bases its awards on feedback from over 1 million customer surveys collected at the point-of-sale and after delivery of goods on over 2,000 sites of merchant who permit BizRate to survey their customers.
"In a year when many e-retailers would have been tempted to cut corners on customer satisfaction, we are particularly pleased to pay tribute to the top 1% of merchants who consistently led the industry in superior customer satisfaction during the busiest and most crucial shopping season of the year," said Chuck Davis, president and CEO of BizRate.com.
BizRate.com’s Circle of Excellence Platinum award recipients are:
Abt Electronics www.abtelectronics.com (Electronics).
Campmor.com www.campmor.com (Sporting Goods). A second year winner.
Carrot`s Ink Cartridges www.carrotink.com (Office Supplies).
Christianbook.com www.christianbook.com (Books & Magazines).
CircuitCity www.circuitcity.com (Electronics).
Cooking.com www.cooking.com (Home & Garden). A second year winner.
Crutchfield www.crutchfield.com (Electronics). A second year winner.
eBags www.ebags.com (Apparel).
800.com Electronics www.800.com (Electronics). A second year winner.
Fossil www.fossil.com (Apparel). A second year winner.
Handspring www.handspring.com (Computer Goods). A second year winner.
NewEgg.com www.newegg.com (Electronics).
PCConnection www.pcconnection.com (Computer Hardware).
The Perfume Mart www.perfumemart.com (Health & Beauty).
Plow & Hearth www.plowandhearth.com (Home & Garden).
Powells.com www.powells.com (Books and Magazines). A second year winner.
Lenox Collections www.LenoxCollections.com (Home & Garden).
Multiwave Direct www.mwave.com (Computer Goods). A second year winner.
QVC (www.qvc.com) (Electronic Retailing).
REI www.rei.com (Sporting Goods).
The San Francisco Music Box www.sfmusicbox.com (Gifts & Flowers). A second year winner.
Scentiments www.scentiments.com (Beauty & Health).
ShopIrish.com www.shopirish.com (Gifts & Flowers).
Tower Hobbies www.towerhobbies.com (Hobbies & Toys). A second year winner.
To win a Circle of Excellence Platinum award, retailers must demonstrate outstanding performance during the 2001 holiday season (November 19 - December 25) and achieve a performance rating above the BizRate.com Gold Star average on six service metrics concerning six key satisfaction metrics. The metrics and the industry average for each, based on a 10-point scale, are:
Ease of ordering: 8.9
Product selection and availability: 8.63
On-time delivery: 8.76
Customer support: 8.32
Overall satisfaction: 8.68
Loyalty and re-purchase intent: 8.65
BizRate surveys customers at the time of the purchase and then again after the purchases has been received to determine timeliness of delivery and customer satisfaction with the product.