HOW WE TEST
The satisfaction of e-tailers
© NaMaKuki_2016
Every year, more and more French households shop online on French or foreign sites. In order to find out if the e-tailer’s service meets expectations, we asked QueChoisir.org subscribers to rate the product presentation, ordering process, delivery and quality/price ratio of the sites they ordered from. Numerous collected opinions allowed us to create a ranking list of the main web retailers.
The UFC-Que Choisir Consumer Observatory created a satisfaction questionnaire that was emailed to our website subscribers on February 5th (as in the previous seven editions of the e-tailer rankings).
10,592 people responded. Because they were able to rate several retailers, 13,380 reviews were ultimately collected. In our table opposite, we could classify 27 places.
First, respondents indicated their overall level of satisfaction for each site. They then evaluated a number of items, from product presentation to after-sales service, including the ordering and delivery process.
The total satisfaction rate is therefore NOT the result of the average of the other criteria. Finally, even though e-tailers can be very different from each other, we decided to integrate them all in one table.
90 to 100% satisfaction (very good)
80 to 89% (good)
70 to 79% (average)
60 to 69% (bad)
0 to 59% (bad)