| Fulfillment |
Retailer |
Having a good service standardThe delivery of the product as it is specified on the website.Confirming received goods with a button if the firm fulfills its promise |
| Third Party |
On-time deliverySpecification of delivery timeInformation about the state of the delivery (tracking number etc.)Delivery to the correct person/addressCourier company selectionDetailed delivery status notificationOption to take the delivery from the store |
| Website Design |
Efficiency |
Clear directions of useEffective filtering optionsEase of searching |
| Flexible Payment |
Availability of ‘pay at the door’ optionMobile payment / online paymentPayment by credit cardBilling options /Installment possibility |
| Aesthetics |
Vivid colorsEye-catching design |
| Content |
Detailed product specifications (size, dimensions, fabric quality, appearance, price etc.)Realistic product visuals360-degree view options |
| Responsiveness |
Unconditional returnsLonger return periodsNo charge for returns Immediate cancellation (before the delivery) |
| Personalization |
Customized product offeringsAvailability of loyalty programs Offering privileges to certain groups in loyalty programsPersonalized suggestions |
| Contact |
Live support option / online customer representativeAbility to contact the sellerAbility to ask questions about the products Availability of one-to-one communication with the sellerCall center and live support options |
| Security/ Privacy |
Original product warranty provided by the websiteMediation of the payment (the website makes the payment if the customer approves the products received)Secure paymentTrust/Counting on the company more than the seller firmProtection of personal information (phone numbers, addresses are never shared with anyone) |
| User Convenience |
Convenient reach to productsSaving time and effortOpen 24/7Benefitting from shopping online instead of getting into the storeShopping for uncommon/rare goods |
| Multichannel Accessibility |
Availability of mobile applicationBeing active on several online platforms |
| Seller Identity(Seller Profile) |
Availability of comments about the sellerSeller rating systemAvailability of a detailed seller profile containing name, profile picture, personal data, address, links to other social platforms, number of followers etc. |
| Social Interaction & Support |
Informative interaction between customers (comments describing the experience)Objective comments (preferably long and detailed)Positive and negative commentsCustomer recommendationsComparisons between similar items / suggestions |
| Promotional Activities |
Offering price advantages / discounted productsPeriodic campaignsCargo charge free shoppingOccasional gifts with the delivery |
