Survey: LLBean.com tops in customer satisfaction among online apparel retailers
Westlake Village, Calif. -- LLBean.com ranks highest among online apparel retailers with a score of 830 (on a 1,000-point scale), followed by LandsEnd.com (829) and Forever21.com (824), according to the J.D. Power and Associates 2012 Online Apparel Retailer Satisfaction Report. The study finds that satisfaction with online apparel retailers is significantly lower among online shoppers between the ages of 18 and 24 than among those 55 years of age and older.
According to findings, younger consumers (18-24 years old) who shop online for apparel rely predominantly on price (63%) when selecting an apparel retailer. Notably, a significantly higher proportion of these young consumers use positive reviews of the brand (27%) and recommendations from family, friends or colleagues (19%) when selecting an online apparel retailer than the report average of 19% and 15%, respectively. Conversely, older consumers (55-plus) who shop online for apparel use past experience with a brand (77%) as their primary reason for selecting a retailer, while only 16% use positive reviews of the brand and 11% use recommendations from family, friends or colleagues.
"Younger shoppers, while being driven primarily by price, consider the experiences shared by others more than do consumers in any other age group," said Sara Wong Hilton, director at J.D. Power and Associates.
Here are the Top 10 online apparel retailers in J.D. Powers’ Customer Satisfaction Index Ranking:
1. LLBean.com (830)
2. LandsEnd.com (829)
3. Forever21.com (824)
4. Gap.com (823)
5. RalphLauren.com (814)
6. OldNavy.com (812)
7. VictoriasSecret.com (812)
8. Aeropostale.com (807)
9. AE.com (804)
10. ColdwaterCreek.com (798)