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Pure-play web retailers are ahead of their multi-channel competitors when it comes to customer satisfaction, according to a new study.

Etail solution provider Pangora surveyed hundreds of UK online customers about their experiences of delivery, site quality and customer service, and firms with no high street presence came top in most categories.

The study, covered by Computer Weekly, found Amazon was the most popular among gadget and entertainment retailers, beating the likes of Argos, HMV and Waterstones.

Lastminute.com was ahead of Expedia and Thomas Cook in travel while Asos rated highest in fashion, followed by Littlewoods, Ann Summers and Dorothy Perkins.

Dell was top among computer sellers while Tesco was deemed the best online grocer, making it the only multi-channel retailer to win a category.

Pangora asked respondents to rate retailers they had purchased from according to price, range, service and speed, and whether they would recommend them to a friend.

Related stories: Consumers demand multi-channel experience


Published 31 August, 2007 by Richard Maven

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