Customer service in e-commerce : Ecosto online store
Öörni, Iina (2017)
Öörni, Iina
Seinäjoen ammattikorkeakoulu
2017
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017082714570
https://urn.fi/URN:NBN:fi:amk-2017082714570
Tiivistelmä
This thesis was commissioned by the Ecosto online store, a Finnish online retailer that sells environmentally conscious products for home, wellness and leisure. The purpose of the thesis was to improve Ecosto online store’s customer service.
The theoretical framework focuses on customer service in an online context and describes the customer service channels commonly used for this purpose. A quantitative customer satisfaction survey study was conducted in order to determine the current level of satisfaction with the company and to reveal areas for improvement.
The results indicated that the typical customer of the online store is a 45 to 54-year old woman. Most of the respondents also identified themselves as occasional customers. The results did not reveal any obvious weaknesses in website usability, ordering and delivery, or customer support. The customers’ preferred methods for contacting customer service were e-mail, followed by chat, phone, and finally social media. The overall shopping experience was rated as very positive by over half of the respondents. The majority of the respondents also said they were likely to recommend the online store to a friend or colleague.
The theoretical framework focuses on customer service in an online context and describes the customer service channels commonly used for this purpose. A quantitative customer satisfaction survey study was conducted in order to determine the current level of satisfaction with the company and to reveal areas for improvement.
The results indicated that the typical customer of the online store is a 45 to 54-year old woman. Most of the respondents also identified themselves as occasional customers. The results did not reveal any obvious weaknesses in website usability, ordering and delivery, or customer support. The customers’ preferred methods for contacting customer service were e-mail, followed by chat, phone, and finally social media. The overall shopping experience was rated as very positive by over half of the respondents. The majority of the respondents also said they were likely to recommend the online store to a friend or colleague.