The Walker Loyalty Report for Online Retail

What is a Walker Loyalty Report?
The worldwide leader on customer and employee loyalty management, Walker Information publishes the most comprehensive loyalty reports to provide comparison and perspective in a wide range of industries. These reports help companies understand how they compare to industry norms and deliver valuable information to help develop mission-critical programs aimed at improving customer and employee loyalty, retention, and profitability.

Why conduct a customer loyalty study on the online retail industry?
If there was ever an industry that was conceived and launched virtually overnight, it is online retail. Just 10 years ago, only a handful of retailers sold products online; today, the market is decidedly more diversified with hundreds of online shopping sites – some operating solely as Internet-based proprietors and others doing business as extensions of traditional retail stores.

While industry growth has been phenomenal, it has come with a price, especially for those firms struggling to control such burgeoning growth and build adequate infrastructures. For some, the ability to make calculated, informed, strategic decisions has been overshadowed by the day-to-day drive to meet increasing demand. This study aims to provide online retail companies with the insight and information necessary to plan for a more stable and profitable future.

Who evaluated these online retail sites?
More than 4,800 evaluations were completed by people 18 or older who had made a purchase online within the last three months. Seventy-three percent of the people who responded spend 10 or more hours online per week.

For more information:
To learn more about these findings or inquire about the reports available, contact The Walker Loyalty Report team at 800.308.5117.