THE RETAIL BULLETIN - The home of retail news
HOME
RETAIL NEWS
RETAIL EVENTS
Fashion
Department Stores
Shopping Centres & Retail Parks
Home & DIY
Electricals
Health & Beauty
General Merchandise
Entertainment
Sports & Leisure
Retail Solutions
Food & Drink
RETAIL INSIGHTS
RETAIL SOLUTIONS
ABOUT US
CONTACT US
SUBSCRIBE FOR FREE
IMRG announces programme to measure and benchmark online customer experience

IMRG has introduced a new annual programme aimed at helping online retailers increase sales and reduce cost while also boosting consumer confidence.

OMNICHANNEL

IMRG announces programme to measure and benchmark online customer experience

Called the Index of Customer Experience (ICE), this unique programme will test, measure and quantify the customer experience right through the purchase cycle: from log on through delivery and on to after sales service.  Managed by IMRG partners, Rebelati, ICE is designed to produce actionable feedback to help online retailers understand how the customers’ experience affects their likelihood to repurchase and recommend the brand to friends.   It will allow companies to benchmark themselves consistently and fairly against their sector. 

IMRG managing director David Smith said: “This bold and original initiative supports our aims of helping individual performers raise their game and also boosting consumer confidence in online retailing. In future the customer experience will be the key factor in winning and keeping customers. ICE provides a unique and consistent measure to help businesses manage and develop their own customers’ experience.”

ICE also features an awards programme and national newspaper supplement to help raise the profile of online retailing and increase consumer confidence.

Programme director Mark Turner said: “One of the key differentiators now in online retailing is the customer experience.  Positive experiences engender loyalty and recommendation; poor ones can ruin a brand’s reputation and lose companies market share at the speed of light in the world of social media. But the experience is governed by more than just the web site, it is also affected by the delivery process and any subsequent service inquiries the customer may have.  ICE covers the entire cycle.”

Email this article to a friend

You need to be logged in to use this feature.

Please log in here

Subscribe For Retail News

RETAIL EVENTS

Retail Human Resources Summit
Retail Human Resources Summit
Wednesday 3 October 2018
The Cavendish Conference Centre, London W1
The 10th HR Summit 2018, The Cavendish Conference Centre, London W1, 3rd October 2018
The Retail Design Summit 2018
The Retail Design Summit 2018
14 November 2018
The Cavendish Conference Centre
The Retail Design Summit 2018
Omnichannel Futures Conference 2019
Omnichannel Futures Conference 2019
6 February 2019
Cavendish Conference Centre, London WG1 9DT
A truly omnichannel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy
Customer Engagement Conference 2019
Customer Engagement Conference 2019
5 June 2019
Cavendish Conference Centre, London W1
The 10th Annual Retail Customer Engagement Summit
National Minimum Wage Breakfast Briefing
National Minimum Wage Breakfast Briefing
20 September 2018
6th Floor 1, St. Martin's Le Grand London, EC1A 4AS
National Minimum Wage Breakfast Briefing