“Zooplus is a model online shop”

The market research company Service Value has been investigating which service features strengthen customer loyalty in e-commerce and which online shops are perceived as being most customer-oriented in its competition study “Service Atlas Online-Shops 2014”. Zooplus came second in the rankings that were produced, with only qvc’s online store ahead of it. The rankings were based among other things on the evaluation of nearly 4 000 customer verdicts and an assessment of seven test categories. Zooplus did best in the dispatch service category. Amazon, the online trading giant, came seventh and excelled in the range category in the study. The key tool for increasing customer loyalty proved to be the processing of customer requests over the telephone or by mail, said Service Value. In addition, Internet shoppers expected an uncomplicated returns process with quick and easy refunds or offsetting of the purchase sum.