Originally posted on CBS Detroit:
ANN ARBOR — Luxury shoppers are more likely to use mobile channels when shopping but are slightly less satisfied with e-commerce overall, according to the Luxury E-Retail Satisfaction Index released today by the Ann Arbor-based customer experience analytics firm ForeSee.
Luxury brands have an aggregate score of 77 on the study’s 100-point scale, falling just short of the average score of the top 100 online retailers overall (78).
Coach and Tiffany & Co. led the Index, tied with 80, which is generally considered the threshold for excellence. Saks and Nordstrom tied for second at 79, still well above the Luxury Index aggregate of 77. Brooks Brothers (76) was at the bottom of the measured luxury brands, but still close to the aggregate. Subscription and flash sale sites Rue La La (73) and Gilt (72) round out the bottom of the Index, due to the registration or subscriptions required to see the content of the site. A survey given solely to subscribers of these sites would likely result in a slightly higher satisfaction score for Web sites with that business model.