During April 2004, we contacted previous customers who have bought from our online store in the previous year. The main results from the 105 respondents are shown below.
99% would recommend shopping at Natives:
A slight fall on our previous surveys (2002,
2001 & 2000
when 100% said yes), but still not too shabby!
More designs, bigger range
The message coming through loud and clear is that you would like more
designs, more products and more choice (particularly vocal were the female
respondants!). Well, we're working on it. To start off with we have our
new visors,
caps
and beanies,
and as of this week, the All
Stars design went on sale. Watch out for more coming online over the
next couple of months!
What you said:
...about shipping:
- Had no problems at all - always used 2nd class post and always had next
day delivery
- Even if I use 2nd class post I've always got the delivery the next morning
- Excellent and easy to use, delivery was quick
...about our service:
- When required size not available staff phoned to say so and arrange
substitute - good service
- I had a few problems with my first order, but the second went well -
you have a really good service
- Customer service: to good to be true!
- Excellent service. Amazingly fast and efficient.
- You are always very friendly and helpful on the phone - thanks!
...about the shop in general:
- Natives guide to working in ski resorts
was very helpful
- Really love all the things I've bought
- Was very impressed at the ease and speed of my purchase
- Really pleased with ease of ordering and price. Cheaper than elsewhere
- a very convenient way to shop!
- Very pleased with my hoody, great quality, I wear it all the time -
it's lasted a full year and its still fine!
...about what we need to change (all noted):
- Bigger range of items eg: more hoodies with varying designs
- Would love it if you could do an XS hoody size, so it fits slightly
tighter!
- More for ladys please! ;o)
- Brighter colours
- Customisable tops ie on a website you select the colour you want and
size
And our favourites:
- Everything I've ordered has been sound
- Make sure things stay cheap!
- I love you guys, you rock, just keep it coming
- [About buying online] I'm pretty lazy and that's the laziest way of
doing it!
- Superb! Quick delivery, good quality and at a very good price. Can't
ask for more than that!
FULL RESULTS:
| Product Value for Money |
89%
|
| Quality of Product |
90%
|
| Ease of Ordering |
94%
|
| Quality of Packaging |
94%
|
| Speed of Shipping |
91%
|
| Shipping Value for Money |
87%
|
Would you buy the following online?
Ski/Boards - 50% Yes
Helmets - 58% Yes
Avalanche Safety Equipment - 60% Yes
What were the most important factors in buying?
| Design |
93%
|
| Price |
90%
|
| Security |
88%
|
| Convenience |
86%
|
| Return Policy |
77%
|
Brands you also buy:
Abercrombie & Fitch, Figleaves, Protest, Bolle, Trespass, Quiksilver, Roxy, Top Shop, Burton, Forum, Ellis Brigham, North Face, Fat Face, Burton, Bonfire, Salomon, Next, Volcom, Burton, Foursquare, Regatta, Oakley, Bench, River Island, Tommy Hilfiger, Duffs, White Stuff, Timberland, Ride, Helly Hansen, Plain Lazy, Patagonia, Savage, Freemans, Jack Wills, Shredhead, Duffs, Rusty, Billabong, Chukka, Westbeach, Smiths, Debenhams, Vans, England Rugby, Syndicate, Columbia, Arnette, Outdoor Scene, Etnies, Special Blend, Speedo, Animal, Extreme, Littlewoods, Howies, Joe Browns, Moschino, Verdissima, Love Kylie, Janet Reger, La Redoute plus our favourite...‘I only buy from natives online’
A little about those who responded to this survey:
The average age of respondants 24.6. 9% shop online once a week, 54% once
a month and 37% a few times every year. 3% first visited Natives before
May 2000, 22% by May 2001, 48% by May 2002, 70% by May 2003 and the remainder
this year. 23% are members of the CdS.
