Customer Service Questionnaire Results

customer service questionnaire results

During July 2002, we contacted all previous customers who have bought from our online store in the previous year. The main results from the 97 respondents are shown below.

100% would recommend shopping at Natives:
As in our previous surveys of 2001 and 2000, 100%** of respondants would recommend shopping at Natives to others. Our overall customer service was rated at 94%.

Design still the most important factor in buying:
Again, Design (96%) was named as the most important factor for buying. Price (88%) and Security (88%) were the next most relevant, although their importance has decreased since last year's survey. This could be because our prices are already excellent (!), and because of the continuing confidence in buying online. Our return policy received an increased rating, perhaps as more shoppers realise the flexibility our no-quibble guarantee offers.

General Feedback
A summary of respondants comments is listed below. Common themes were that where the store could be improved would be with better product images and information, as well as having more products to choose from. We have taken this on board and will be working on these points over the next few months.

All respondants received a 20% discount voucher for use in the store. In addition we would like to thank them for their feedback. The only way we can know how we can improve is if you tell us. If you have any other ideas or feedback, please feel free to mail us to shop@natives.co.uk

What our customers said:

...about shipping:
- Everything arrived very quickly (Kirsty Bennett)
- I was impressed how quickly it arrived in the post (Jentien Kapma)
- Well impressed with the speed of delivery!! (Joe Collin)
- Speedy delivery (Rowena Clemson)

...about our service:
- Was not able to purchase online - staff very helpful in resolving problem (James Golland)
- Very good service including aftercare, keep it up (Dave Hewitt)
- Your customer service was first class - big round of applause (Debbie McCune)
- Size advice page really helpful (Alice Reeves)
- Very pleased with service (Cora Vicas-Ganitski)
- Excellent - Keep it up (Caroline Morris)
- I was very pleased with the personal customer care, natives should be congratulated!! (Stella Freeman)

...about our products:
- Well happy with stuff, lasted long, v.good quality (Caroline Crookes-West)
- What I bought was great value (Howard Shore)
- Great t shirt love it lots and washes well which is always a good point (Julie Bailey)
- Very good value for money! (Louise Davidson)
- My top was of excellent quality and well made (Jentien Kapma)

...about what we need to change (all noted):
- Thumbnail images of different colour options would be better (Sarah Hill)
- Maybe the sizes could be made a little clearer (Debbie McCune)
- My only comment is that there aint enough products to buy! (Neil Tomlinson)
- The pictures provided don'y always show the product very clearly (Rebecca Clayton)
- Love to see wider variety of colours for all your products (Sarah Kay)
- More girls t shirts! and hats, possibly rucksacks?! (Stella Freeman)

...about Natives in general:
- Very easy to find your way around the site, all feactures made clear (Gemma Laing)
- A very good site, which has cool clothes and is fast and efficient (Julie Bailey)
- Great site and service (Paul Smithurst)

And our favourites:
- What can I say, the Powder hoody I ordered was the shizney! (Neil Tomlinson)
- Overall, an excellent online purchasing experience (Joe Collin)
- Natives, you rock!!! I cannot fault it - sorry, you probably wanted constructive criticism, but what can i say - even a muppet like me can do it!! (Iona Sanders)

FULL RESULTS:

Overall Value for Money	90% (=)
Quality of Packaging	90% (+2)
Speed of Shipping	92% (+1)
Shipping Value for Money	86% (=)
Quality of Product	92% (+2)
Product Value for Money	90% (+2)
Customer Service	94% (-3)

What were the most important factors in buying?

Design	96% (-1)
Price	88% (-3)
Security	88% (-2)
Convenience	78% (-4)
Return Policy	88% (+8)

A little about those who responded to this survey:
20% shop online once a week, 44% once a month and 38% a few times every year. 20% first visited Natives before May 2000, 25% by May 2001 and 55% in the last year. 31% are members of the CdS.

** There was one person who did not initially say he would recommend us. However, when we followed it up this was what he told us: "Nothing sinister I promise you. Just that I generally don't recommend anything unless I think it's particularly unique and wouldn't have cause to recommend them. It just depends on what you mean by recommend. If someone asked me where I bought my girlfriend's T-shirt from I'd be happy to tell them and recommend you."

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