Customer survey sportmania.ch 2013

About the survey:

Survey date : October 2013

Targer : 912 customers randomly chosen, and that passed an order between November 2011 and June 2013, on www.sportmaniach in french language.

Method : Email sent out to customers, and asnwers collected through website kwiksurveys.com.

Survey met a good participation rate : 9% (79 answers out of 912 people)

Find here whole customer survey results (french only)

 

Survey summary:

Loyalty

- 26.6% already passed several orders on the website (within 1 or 1.5 year)

- 90.8% think to order again in the future.

- 98.7% recommend sportmania.ch to their friends.

This shows a important loyalty from our customers.

 

Satisfaction

Regarding their global experience with sportmania.ch

- 80.82% are very satisfied

- 17.81% are satisfied

- 1.37% are more or less satisfied

Therefore a global mark of 4.79 / 5

 

Most appreciated services from sportmania.ch

> 1 - Customer care, advises : Mark 4.68 / 5

> 2 - Easy to pass an order and pay : Mark 4.67 / 5

> 3 - Price / quality ratio : Mark 4.53 / 5

> 4 - Delivery fasteness : Mark 4.51 / 5

 

Problems met by customers

Within 79 answers, 11.39% have met one of the following problem:

- 5% : Information that product size or color finally not available after they passed the order

- 2.53% : Product does not exactly corresponds to the website description

- 2.53% : Cancelation or refunding request from customer

- 1.26% : Problems to be delivered by the postman (out during delivery..) -> Info : Since may 2013, we work yith DPD and no more with Swiss Post.