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<ul><li>Newey & Eyre </li></ul><ul><li>neweysonline eMysteryShopper </li></ul><ul><li>17 th  November 2009 </li></ul>
Surveyor activity 18 purchases 3 purchases 41  Account holders 9  Non - account holders 50 completes 5  click & collect 13...
Agenda <ul><li>Background and methodology </li></ul><ul><li>Executive summary </li></ul><ul><li>Shopper Profile </li></ul>...
<ul><li>Which of the following best describes you? </li></ul>All surveyors were experienced at buying electrical equipment...
<ul><li>Which of the following online activities, if any, have you participated in?  </li></ul><ul><li>(Please select all ...
<ul><li>Which of the following Electrical Wholesalers have you used in the past month?  </li></ul><ul><li>(please select a...
<ul><li>Have you ever bought electrical supplies online? </li></ul>All surveyors have experience researching or buying ele...
Agenda <ul><li>Background and methodology </li></ul><ul><li>Executive summary </li></ul><ul><li>Shopper Profile </li></ul>...
The homepage scores well across key criteria and achieves a similar NPS to Gil-Lec.  <ul><li>Please rate the following asp...
neweysonline’s performance is at least on par or exceeds both RS and Screwfix  n = 50 n = 50 n = 50 n = 50 Q. Please rate ...
Browsing and searching for products on Neweysonline was found to be easy and performed better than RS and Screwfix Recomme...
Surveyors typically used the ‘online search tool’ and almost all searches on neweysonline were successful, with 77% comple...
Neweysonline compares well overall, particularly on navigation and ease of search n = 50 n = 50 n = 50 n = 50 Q. Please ra...
Surveyors felt the information they needed to input was as expected,  n = 50 A lot less than expected A little less than e...
Surveyors felt the information they needed to input was as expected,  n = 50 A lot less than expected A little less than e...
Similar performance across the range and product pages, although there seems to be scope to improve the quality of images ...
Browsing the site was found to be easy <ul><li>Please rate the following aspects of the product pages </li></ul><ul><li>(%...
Neweysonline shopping basket performed well when compared to other suppliers <ul><li>Please tell us how likely you would b...
<ul><li>Please rate website on the following aspects </li></ul><ul><li>(% Max) </li></ul>Strong scores across the board – ...
Strong scores across logging in and registration suggest process is simple and customers are finding the site easy to use ...
Neweysonline’s shopping basket compares favourably with its nearest competitors n = 50 n = 50 n = 50 n = 50 Q. Please rate...
Neweysonline performs well when compared to other transactional website sectors 81% neweysonline 83% office / stationary 8...
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NeweysOnline beats best of class

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Results from a mystery shopping exercise with benchmarking against leaders in B2B online

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NeweysOnline beats best of class

  1. 1. <ul><li>Newey & Eyre </li></ul><ul><li>neweysonline eMysteryShopper </li></ul><ul><li>17 th November 2009 </li></ul>
  2. 2. Surveyor activity 18 purchases 3 purchases 41 Account holders 9 Non - account holders 50 completes 5 click & collect 13 delivery 23 non- purchases 1 click & collect 2 delivery 6 non-purchases
  3. 3. Agenda <ul><li>Background and methodology </li></ul><ul><li>Executive summary </li></ul><ul><li>Shopper Profile </li></ul><ul><li>Customer journey </li></ul><ul><li>Final Assessment </li></ul><ul><li>Recommendations and conclusions </li></ul>
  4. 4. <ul><li>Which of the following best describes you? </li></ul>All surveyors were experienced at buying electrical equipment as part of their jobs n = 50
  5. 5. <ul><li>Which of the following online activities, if any, have you participated in? </li></ul><ul><li>(Please select all that apply) </li></ul>And are typically internet savvy n = 50 How would you describe your level of experience of using the internet? n = 50
  6. 6. <ul><li>Which of the following Electrical Wholesalers have you used in the past month? </li></ul><ul><li>(please select all that apply) </li></ul>The most recently used supplier is Screwfix, while 10% used Newey & Eyre n = 50
  7. 7. <ul><li>Have you ever bought electrical supplies online? </li></ul>All surveyors have experience researching or buying electrical supplies online n = 50 Yes, and I did the ordering Yes, but someone else did the ordering on my behalf No, but I did research products online No, I haven’t bought or researched buying electrical products online
  8. 8. Agenda <ul><li>Background and methodology </li></ul><ul><li>Executive summary </li></ul><ul><li>Shopper Profile </li></ul><ul><li>Customer journey </li></ul><ul><li>Final Assessment </li></ul><ul><li>Recommendations and conclusions </li></ul>
  9. 9. The homepage scores well across key criteria and achieves a similar NPS to Gil-Lec. <ul><li>Please rate the following aspects of the homepage </li></ul><ul><li>(% Max) </li></ul>Recommend (Net Promoter Score) n = 50 n = 50 I think the layout is fantastic. Everyone wants a site that is navigable and has excellent search facilities for specific supplies.
  10. 10. neweysonline’s performance is at least on par or exceeds both RS and Screwfix n = 50 n = 50 n = 50 n = 50 Q. Please rate the following aspects of the home page? All answers are %max
  11. 11. Browsing and searching for products on Neweysonline was found to be easy and performed better than RS and Screwfix Recommend (Net Promoter Score) n = 50 Product categories are too complex, and the number of clicks to find any one item is too high The results came up with too many items not related to what I had searched for It was no fuss and whilst not a pretty site it was very functional It just takes a couple of clicks to get to the products you want to have a look at or buy
  12. 12. Surveyors typically used the ‘online search tool’ and almost all searches on neweysonline were successful, with 77% completing their search in under 15 seconds. <ul><li>Which of the following best describes how you went about searching for your chosen products? </li></ul>n = 150 Approximately, how long did it take you to find the item? Immediately 15 Seconds 30 Seconds 1 minute 2+ minutes n = 150
  13. 13. Neweysonline compares well overall, particularly on navigation and ease of search n = 50 n = 50 n = 50 n = 50 Q. Please rate the following aspects of the browsing experience
  14. 14. Surveyors felt the information they needed to input was as expected, n = 50 A lot less than expected A little less than expected As expected A little more than expected A lot more than expected How much information do you need to give the system to find what you want? (%) Rate the search results for (% Max ) When completing searches I found them fast and reliable with only relevant results being brought up.
  15. 15. Surveyors felt the information they needed to input was as expected, n = 50 A lot less than expected A little less than expected As expected A little more than expected A lot more than expected How much information do you need to give the system to find what you want? (%) Rate the search results for (% Max ) When completing searches I found them fast and reliable with only relevant results being brought up.
  16. 16. Similar performance across the range and product pages, although there seems to be scope to improve the quality of images across all suppliers n = 50 n = 50 n = 50 n = 50 Q. Please rate the following aspects of the product pages
  17. 17. Browsing the site was found to be easy <ul><li>Please rate the following aspects of the product pages </li></ul><ul><li>(% Max) </li></ul>n = 50
  18. 18. Neweysonline shopping basket performed well when compared to other suppliers <ul><li>Please tell us how likely you would be to recommend this site based on the shopping basket? </li></ul><ul><li>(Net Promoter Score) </li></ul>n = 50 The shopping basket was superb. It was easy to use and I could easily add or remove an item at any time during the shopping process. I did not have to register first to place items in the shopping basket. I disliked how 'busy' the space around the shopping basket was as it was far too crowded with other offers. Clear list of goods in basket. Image of product in basket. Can not delete items from basket until checkout.
  19. 19. <ul><li>Please rate website on the following aspects </li></ul><ul><li>(% Max) </li></ul>Strong scores across the board – 100% for stock availability details!!!!!!! n = 50
  20. 20. Strong scores across logging in and registration suggest process is simple and customers are finding the site easy to use n = 41 Detractors Passives Promoters NPS: +48 INFORMATION REQUIRED I had to complete a lot of information in one go but on the upside this means it will not have to be entered on subsequent occasions (promoter) BENEFITS They don't really tell you what benefits there are in registering. (Passive) OPT-INS Marketing opt in was ticked YES as default (detractor).
  21. 21. Neweysonline’s shopping basket compares favourably with its nearest competitors n = 50 n = 50 n = 50 n = 50 Q. Please rate the following aspects of the shopping basket
  22. 22. Neweysonline performs well when compared to other transactional website sectors 81% neweysonline 83% office / stationary 83% Supermarket / food 77% Music / Entertainment 77% DIY / Home 79% General Retail 79% Fashion 76% Electrical Overall Results % Max

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