Survey Summary Results
At CelticClothing.com we are no different from any other business, we feel that we work very hard to provide good products and services to our customers. But we really wanted to get the customer's perception of our company. So in January we randomly selected 357 customers who had purchased online from our website that month and we offered a 10% discount on purchases for those who took the time to reply to our 10 question survey. Our 22.7% response rate was well above the industry average and we were very gratified with the responses given.
Here are some of the highlights. You can also view the actual survey and detailed results.
1.
A whopping 93.7 % of our respondents said they were "somewhat satisfied" to "very satisfied". Credit for this must go out to Matt, Andrew, Janice and Charlie who worked very hard on making sure we met the varied needs of our internet customers. In the survey a further 2.4% of respondents said they were "neutral" and 1.2% did not answer the question.
2.
We scored in the "very satisfied" range for specific areas such as:
a. Shipping
b. Range of products
c. Price
d. Packaging
e. Product Quality.Drilling down deeper into the data shows in the area of "shipping" a huge 84% were "satisfied" to "very satisfied" with a further 7 % "neutral". Also, a massive 91% said they were "satisfied" or "very satisfied" with the quality of the products and 90% said they were "satisfied" or "very satisfied" with the packaging, a further 5% remained neutral.
3.
With regard to the website design and functionality respondents "strongly agree" that:
a. The overall website experience is positive
b. The website is attractive
c. The website is easy to navigate
d. Images of the products give a good sense of the actual product
e. Supplementary information such as size, weight, colors, etc. is depicted clearly
f. The payment process is simple to follow
Although Charlie does a lot of the website work "in house" a special credit for these results must go out to Rick Kauffman and his team at Panoptic Communications. We at Celtic Clothing cannot speak highly enough of the skill set and experience Rick and his guys bring to the table. Their work has been first class.
Interestingly, in one area we did not score as high as the others. When asked if it was "easy to contact the customer service staff via email or phone", we only scored a "somewhat agree" as opposed to a "strongly agree". Given the glowing feedback everywhere else we believe this result was due to the fact that the vast majority of customers found no need to contact customer service in order to resolve outstanding issues. We believe this was due to the fact that the products ordered arrived correctly and in a timely fashion.
4.
In question 7 on the survey respondents again confirmed some important points. They "strongly agreed" that:
a. We have good quality products
b. Products match online description
c. Products were delivered on time.
5.
A massive 96.2% of respondents said they would recommend our products and services to a friend or colleague while a huge 91.3% of respondents said they were "somewhat likely" or "very likely" to shop with us again. A further 6.1% remained "neutral".
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