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DVD Empire Ranks Number 6 on the Customer Respect Index:
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Customer respect: what does it mean, and why did we get it?
A recent study released by
The Customer Respect Group out of Massachusetts ranked us very high in the customer respect arena. They put out quarterly results on online retailers based on sites with high traffic. Thanks to our customers, we are busy enough for these groups to consider us—shoulder to shoulder with companies like Nordstrom, Lowes and Pottery Barn.
What are they ranking us on?
They ranked us on simplicity, responsiveness, transparency, principles, attitude and privacy. Some of these categories are based solely on our customer interface (our website); other categories researched our customer service team. In both of these areas, we scored 90% better than the highest volume websites in the US.
What do the areas mean?
- Simplicity: At a glance, our sites are packed with information. Due to the breadth of product offerings (ie. we sell a wide variety of entertainment items), we work to make it as easy as possible to show you what we have while giving you many options and free content. We feel that our customer is head-and-shoulders above the rest. We attract more technically-savvy customers to our site based on what we’re selling, so we aim to make our site user-friendly, keeping our user in mind.
- Responsiveness: Our customer service staff is top notch. Among the sites they polled, 9% did not return emails. We make it our duty to respond to you in minutes, not days, and we’re constantly improving our technology to make this happen. DVD Empire’s customer service responsiveness fell extremely high in the study and gave us motivation to get to a perfect score the next time someone ranks our site.
- Transparency: This means how well we communicate with you what will happen. An example would be that we tell you what your shipping charges will be, or we explain every step of the way. Some of the areas that helped us in this arena are our expansive help section, our “what is this?” links and our email notifications of an order billed/shipped. We keep in constant contact with our customers along every step of the shopping process.
- Principles: We hold customer privacy very highly. We only ask for information that we need, and we are very specific with what we are going to do with it…and that’s to make sure the person placing the order is you and not someone pretending to be you. The Customer Respect Group rated us highly in this area, and we rate it extremely important to us.
- Attitude: After you finish browsing our site, we want you to feel positive. The research came back that our customers are positive after viewing our pages and feel that they learned something from the experience. They also rated the tone with which we speak/email our customers and our overall attitude of our staff towards our customers. We are very pleased with our results in this area.
- Privacy: We are pleased to say that we’ve never given out a single bit of our customers’ information to anyone outside of our company. Forty-five percent of the companies studied sold their customers’ information to third parties. We’re in business to sell DVDs not violate our customers’ privacy, and the Customer Respect Group rated us among the best in this area.
What does this mean to you?
It means that we’re dedicated to earning your respect; we’ve always known it, but it’s nice when someone else picks up on it as well. Thank you for helping us along the way with your feedback, suggestions, testimonials and even the issues you report. We’re always looking for ways to improve your experience.
For the complete report:
http://www.customerrespect.com/default.asp
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Still Unsure? Contact our Customer Service Department:
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888-383-1880
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Int'l: 001-724-772-6030
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Customer Service Hours: 24 hours a day from Sunday at 12:30pm to Friday at 5:30pm EST
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