Zooplus big winner German Online-Handels-Awards
Pure player Zooplus is the big winner of the Online-Handels-Awards an German award show hosted by ECC Cologne, the German Retail Federation and Verlagsgruppe Handelsblatt’s management forum, in association with Hermes. Second place was shared by Amazon and online music store Musikhaus Thomann.
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More than ten thousand online consumers rated their online shopping experience in a customer satisfaction study ECC Cologne held together with Hermes. Online shoppers were asked to pick their favorites from Germany’s top 100 online stores out of twelve categories. Zooplus, Thomann and Amazon also accupied the three podium places, but now Thomann and Amazon have to share the second place. And when we take a look at the rest of the top 10, it’s noticeable only one player from last year, the Amazon owned opline store Javari, also made it into the top 10 of this year. Among the newcomers in the top 10 are the online stores from Ravensburger, Fressnapf and Globetrotter.
Fashion most popular product category
The stores were being awarded in criteria like ‘website layout’, ‘range of products’, ‘payment options’ and ‘value for money’. In all these seven criteria Zooplus scored the largest customer satisfaction and the highest customer loyalty; overall they scored 76.8 out of 100 points and thus proved to offer the best value.
The study results also showed that ‘fashion’ overtook ‘books & digital media’ as the number one product category for the first time in this series of studies. More than 70% of the online shoppers surveyed bought some fashion online at least once. Around two-thirds of the more than 10,000 respondents orders something online at least once a months. Nearly 40 percent of the online shoppers even purchase something online several times a month, an increase of 3.7% compared to last year.