The company measured the purchase experience. They removed products from sales that did not meet customer expectations, thereby increasing satisfaction in the online store.

Purpose:

                          Checking visitor satisfaction in the online store

Target Audience:  

                    Online store visitors who make a purchase

Measurement Elements: 

              Online store purchase experience, 274 sales products

Measurement Method: 

                   Continuous measurement

Rating Generation: 

               After a purchase, the customer receives an email invitation to rate

Measurement Outcome:    

               16% customer response / 1,300 feedback monthly

CSAT:    

                                 4.6/5  

Project:

The company is interested in the level of satisfaction of their customers with the use of the online store and the purchasing process. We prepared 2 questionnaires. The questionnaire on satisfaction with the online store itself measured user satisfaction, what bothers them on the online store, what they like, what is missing, etc. This questionnaire is sent to the customer 3 days after purchase. The questionnaire on satisfaction with purchased products was received by the customer 3 weeks after purchase and showed the company the satisfaction level with their product range.

Results:

The company received several useful tips for improving the usability of the online store's functionalities, and customers highlighted specific problems in the packaging and delivery process of purchased products. The online store created a credibility index (proven customer satisfaction), which it included on its website as proof of having numerous satisfied customers. The company found that most of their customers' dissatisfaction stemmed from the purchase of 6 products whose quality did not meet customer expectations and generated unnecessary customer dissatisfaction. The company removed these products from their sales program.