THE RETAIL BULLETIN - The home of retail news
Department Stores
Shopping Centres & Retail Parks
Home & DIY
Health & Beauty
General Merchandise
Sports & Leisure
The Papers
Retail Solutions
Food & Drink
Kiddicare strikes gold at e-commerce awards, the UK’s biggest online nursery product retailer, has taken the accolade of Best Customer Experience at this year’s E-Commerce Awards.


Kiddicare strikes gold at e-commerce awards, the UK’s biggest online nursery product retailer, has taken the accolade of Best Customer Experience at this year’s E-Commerce Awards. saw off competition from Sainsbury’s online, and to take the award at the ceremony, held in London this month.

The judges were impressed Kiddicare’s use of technology to improve customer service  demonstrated  by the newly launched interactive community. Since its introduction, the forum has accrued over 3,600 members and has dropped Kiddicare customer service emails by 30% and phone enquiries by a further 30%. The customer service call rate stood at just 64% before the introduction of the community, which has increased to an impressive 98% following its launch.’s product review system has over 80,000 written product reviews, allowing customers to upload submit written or upload video reviews to the product information page. The system also allows parents to make decisions based on the recommendations from other parents and navigate the site according to the top rated products. In addition, Kiddicare hosts 2,240 product information videos, with new videos being added every week as new lines are added to the site. These videos receive approximately 700,000 views per month and can help answer customer’s questions on everything from suitability of a product, to assembly once they have bought it.

Finally, Kiddicare offers next day delivery on all orders, free for customers spending over £29.99.

Scott Weavers Wright, partner at Kiddicare, commented: “It is a fantastic achievement for Kiddicare to be recognised for providing the best customer experience. Our goal is to create a practical, yet enjoyable, online shopping environment for our customers. This award proves that our time and investment in interactive technology has created a great business tool as well as informative platform for parents.”

Simon Harrow, Technology Officer at Kiddicare, will be speaking at The Retail Bulletin's Multichannel Summit 2011. For further information or to register for the event, go to:



Email this article to a friend

You need to be logged in to use this feature.

Please log in here

Subscribe For Retail News


Customer Engagement Conference 2019
Customer Engagement Conference 2019
5 June 2019
Cavendish Conference Centre, London W1
The 10th Annual Retail Customer Engagement Conference
The HR Summit 2019
The HR Summit 2019
8 October 2019
Hallam Conference Centre, London W1W 6JJ
The 11th HR Summit 2019, Hallam Conference Centre, 44 Hallam St, Marylebone, London W1W 6JJ
AI in Retail Conference 2019
AI in Retail Conference 2019
16 October 2019
Cavendish Conference Center, London W1G 9DT
Digitally native competitors and demanding customers are forcing a new perspective in retail. AI and machine learning can help you step up to the challenges; and some ‘small and beautiful’ solutions can increase your conversion rates within just a few weeks.
Omnichannel Futures Conference 2020
Omnichannel Futures Conference 2020
5 February 2020
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