For office supplies resellers and retailers, the current market could be considered a tough one. Several factors including the rise of Amazon, shifts in market share and the overall relevancy of traditional office products have all had an impact. But based on a new report from consumer survey group Which?, are online businesses doing enough to step up above their rivals?
To explore into this further, a survey produced by Which? on the best and worst online retailers sheds a little more light on the current situation. The survey, which involved the thoughts and opinions of 10,000 Which? members, ranked high street retailer WHSmith in the bottom 5 for online shops. For a business who recently restructured their Stationery product line and have attempted to capitalize on the e-commerce side of their business, this will likely come as a huge blow.
So why did WHSmith amongst other leading companies rank so low in the survey. According to editor of Which? Magazine, Harry Rose, personal service could hold the key.
“The online shops with the happiest customers tend to be the ones that offer a personal service, quality items and deliver quickly and conveniently. Where the big players are lacking, either with poor service or confusing websites, smaller more specialized online retailers have seized the opportunity to make their mark and give shoppers exactly what they want.”