Customer Service Questionnaire Results

customer service questionnaire results

During May 2001, we contacted all previous customers who have bought from our online store since it went live a year ago. The main results are shown below.

100% would recommend shopping at Natives:
As in our previous survey of six months ago, 100% of respondants said that they would recommend shopping at Natives. Our overall customer service was rated at 96%.

Design the most important factor in buying:
Again, Design (97%) was named as the most important factor for buying. Price (91%) was next most important after our Security Policy (90%). This could be to do with the bargains available in our Special Offers section, as well as an increasing understanding of the safety of buying online.

The main category results:

Overall Value for Money	90%
Quality of Packaging	87%
Speed of Shipping	91%
Shipping Value for Money	86%
Quality of Product	90%
Product Value for Money	90%
Customer Service	96%

What were the most important factors in buying?

Design	97%
Price	91%
Security	90%
Convenience	82%
Return Policy	80%

What our customers said:

...about shipping:
- Shipping was very fast for an internet order (Jonathan)
- I had my top in 24 hours of buying it! (Lyndsey Dickson)
- Bloody fast delivery! (Steve Turner)
- Shipping was super quick (Craig Butler)
- Brilliant shipping speed (Steven Anderson)
- Very impressed: ordered one afternoon, it arrived the next morning! (Rebecca Sewell)

...about our service:
- The lollipop in the packaging was a nice touch (Robert Masterson) [Not guaranteed!! Ed]
- Excellent customer service (Kari Barnes)
- Great all-round service (John Livesey)
- Service is of an excellent standard (Scott Le Flour)
- Overall, everything was great! (Jim Allamand)
- Although my purchase was initially out of stock, I was well informed with the progress of my order and found the whole process very efficient. (Nicole Falla)
- When my order was going to be late as you were waiting a delivery I was notified quickly. And the second time I ordered my stuff arrived sooner than I expected (Karyn Ramsay)

...about our return policy:
- Mine was too small and it was replaced hassle-free (Ned Atkins)
- Returned Tshirt as it was too small, impressed at the speed of replacement (Shona Crawford)
- The wrong item was originally sent but after a quick email to you, the problem was solved and a new one dispatched (Marie Salt)

...about our products:
- Great t-shirt (Vanessa Haines)
- The T Shirt was excellent (Lucy Bennett)
- Very happy with product, quick delivery and value for money (Anna Hutchings)
- Well chuffed with the hoody I ordered (Matt Davis)
- Good quality and stylish! (JL Taylor)
- All products reasonably priced (Helen Fox)

...about what we need to change (all noted):
- More things to buy please! (Alice Reeves)
- Can we have some more clothing options please! girls like to shop! (Vanessa Haines)
- The sizes are too small xxl/xxxl needed in your range (Tony Hadwin)
- Different sizes for the girls!! and more products (Laura Hill)
- Knowledge is powder t-shirt in chocolate??? Everything I own is blue (Liz Warrington)

...about Natives in general:
- An excellent web site which is fun and interesting (Lucy Bennett)
- Great website, what more can I say! (Louise Marsack)
- Easy accessible and very fast (Anna Hutchings)
- Excellent site. Keep going! (John Dunlop)
- Keep up the work on the cracking website! (Matt Davis)

And our favourites:
- V.impressed. First time I have shopped online and am genuinely pleased with results! Well done and many thanks. (Neil Welsh)
- I have had bad experiences shopping online, so was pleasantly surprised by Natives' ease of use and faultless customer service. (Nicole Falla)
- Very impressed. Had no hassle/no problems with my order - will definitely be buying again through Natives! (Louise Marsack)

A little about those who responded to this survey:
14% shop online once a week, 50% once a month and 36% a few times every year. 30% first visited Natives over a year ago, 27% more by Nov 2000 with the remaining 43% coming to the site for the first time in the last six months. 27% are members of the CdS.

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