The winners in the online retailers
category also reflect the stores that
we recommend to buyers – we’ll use
the results from this year’s survey
to refine our list of recommended
suppliers to help keep prices down
and customer service up.
In the current economic climate,
smaller retailers have found their profit
margins squeezed considerably, and
several well-known retailers have closed
over the last year. Sadly, the company
that rated most highly this year – Secret
– is disqualified as it ceased trading on
September 25. We want to extend them
congratulations on being outstanding
in customer service, regardless.
PC Maniacs, uMart, PC Case
Gear, Mwave and IT Estate all
did exceptionally well, with high
satisfaction ratings. As a category, online
retailers score fewer Very satisfied
ratings than in the product categories.
There are clear divides between the
top and the bottom, but the winner
this year, IT Estate, was a standout for
customer service, leaving over 85% of
its customers satisfied with its value for
money, 70% happy with the customer
service and 75% with delivery.
