ProFlowers Ranks Highest in Customer Satisfaction with Online Flower Retailers
Past Experience with Brand is Primary Reason Customers Select Online Flower Retailer
Mar 26, 2015, 01:00 ET
WESTLAKE VILLAGE, Calif., March 26, 2015 /PRNewswire/ -- ProFlowers ranks highest among online flower retailers, performing well across all seven factors, especially in competitiveness of pricing and in-stock availability of merchandise, according to the J.D. Power 2015 Online Flower Retailer Satisfaction ReportSM released today.
The report measures overall satisfaction with online flower retailers among customers who completed a purchase from an online flower retailer website within the past 12 months. Satisfaction is examined in seven factors (listed in order of importance): competitiveness of pricing; online store services and delivery; in-stock availability of merchandise; usefulness of information; variety of merchandise offered; website/online store; and contact with customer service. Satisfaction is calculated on a 1,000-point scale.
"Customers indicate their past experience with the online flower retailer is the primary reason for selecting the retailer over their competitors," said Dan Lawlor, director of global research operations at J.D. Power. "Online flower retailers that focus on improving overall customer satisfaction have a great opportunity to increase customer loyalty and repurchase intention."
Online Flower Retailer Brand Satisfaction Rankings
- ProFlowers (799) ranks highest in customer satisfaction, performing well across all factors.
- 1-800-Flowers.com (797) ranks second, performing well in four of the seven factors: contact with customer service; usefulness of information; online store services and delivery; and variety of merchandise offered.
- Teleflora (792) ranks third.
- Overall customer satisfaction with online flower retailers across all brands is 789.
The 2015 Online Flower Retailer Satisfaction Report is based on responses from 2,000 customers who made an online purchase from an online flower retailer in the past 12 months. The report was fielded in February 2015. For more information about J.D. Power solutions for the home improvement industry: http://www.jdpower.com/industry/home-improvement
| Overall Customer Satisfaction Index Rankings |
J.D. Power.com Power Circle RatingsTM |
|
| (Based on a 1,000-point scale) |
For Consumers |
|
| ProFlowers |
799 |
5 |
| 1-800-Flowers.com |
797 |
5 |
| Teleflora |
792 |
3 |
| Report Average |
789 |
3 |
| FTD.com |
761 |
2 |
| Power Circle Ratings Legend |
||
| 5 – Among the best |
||
| 4 – Better than most |
||
| 3 – About average |
||
| 2 – The rest |
||
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SOURCE J.D. Power