Posts Tagged ‘Customer’s Choice Survey’

QVC Honcho Dan McDermott Should Be Careful What He Asks For, As He Gets Some Blowback After Seeking Comments On The Network’s Recent Customer-Service Award

January 17, 2010

Any good lawyer knows that you must never ask a witness a question in court that you don’t already know the answer to. That’s something Dan McDermott, QVC’s SVP of customer services, should take to heart.

He wrote a blog on QVC.com crowing about QVC’s recent recognition as a Top 10 retailer for customer service, ranking fifth in the NRF Foundation/American Express 2009 Customers’ Choice survey.

“On Tuesday, sitting among leaders of the nation’s top retailers, I represented QVC at the National Retail Federation’s 99th Annual Convention and EXPO in New York City,” McDermott blogged. “It was one of those ‘I LOVE my job days’!! For a 2nd year in a row, QVC has once again been recognized as a top 10 retailer for customer service…And what can I say? WE’RE THRILLED! To be ranked 5th among a group of like-minded retailers – leaders like LL Bean, Zappos, Overstock.com, HSN, and Amazon.com, Inc. – is an honor.”

But then he opened the door to trouble.

“If you shopped with us over the past year, hopefully you have experienced just how hard we work to ensure you receive a rich, engaging experience EVERY time you shop with us, across our multiple channels,” McDermott blogged. “I’m always open to hear what you think on how we make QVC your preferred destination for shopping! Tell me about it. Feel free to post a comment…”

Well, his invitation prompted a half dozen comments on his blog, and two separate threads on QVC’s forums.

One thread started “If the Q made the top 10 customer satisfaction list… can you imagine where the other top online retailers rank? QVC right up there with L L Bean? Not a chance. ( I give this post about 10 minutes.)”

On a second thread,

“I accidentally went to the Blogs page and Dan McDermott is quite proud of this fact,” one poster wrote. “QVC is up there with Amazon, L L Bean and HSN. Let the constructive criticism begin.”

On McDermott’s own blog, several posters complained about what they called QVC’s high shipping and handling fees.

“QVC has not kept pace with their industry peers in the area of shipping, that is for sure,” wrote one poster. “Each of the organizations you have listed either offer discounted shipping OR they offer to ship the order ALL IN ONE BOX. Reducing the embedded carbon footprint in online shipping should be a top priority for all of these companies, including QVC.”

Agreed another, “I would have to agree what other commentators are saying. Shipping, often equal to a significant percentage of the item price, is a real deterrent. It especially does not make sense to ask customers to pay extra shipping for the same item, if one gets more than one.”

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HSN Honored For Exceptional Customer Service

January 13, 2010

HSN has received its highest-ever ranking for customer service, according to the Fifth Annual NRF Foundation/American Express Customers’ Choice Survey, officials said Wednesday.

The survey of more than 8,000 consumers voted HSN No. 7 in the Top 10 for retail customer service.

“Customer service is more than a friendly greeting; it’s an attitude that retailers must convey in everything they do,” Kathy Mance, vice president of the NRF Foundation, said in a prepared statement. “We congratulate HSN on its recognition as one of the Top 10 retailers for customer service, as selected by thousands of shoppers nationwide.”

HSN has made strides in the customer-service category over the past two years. The company was not ranked in the survey in 2007, but earned a ranking of No. 16 in 2008 and in 2009 climbed 9 spots to No. 7 to secure a place in the Top 10.

“We have made world class customer service our top priority over the past several years, and it is tremendously encouraging to see that the improvements we are making are resonating with customers,” HSN CEO Mindy Grossman said in a prepared statement. “We are committed to providing our customers with exceptional shopping experiences on their terms, whenever and however they want to shop.”