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45 HOW TOP RETAILERS CREATE THE BEST CUSTOMER EXPERIENCE

HOW TOP MERCHANTS CREATE THE BEST CUSTOMER EXPERIENCE

FOOD/BEVERAGE RETAILERS ARE LEAST LIKELY TO OFFER REVIEWS

Share of Top 1000 retailers offering reviews on site, select categories

Automotive parts/accessories 89.5% Hardware/home improvement 89.0%

85.4% 63.2%
Sporting goods Food/beverage

79.6%
Overall Top 1000

Source: Digital Commerce 360

Even though video may require additional resources for a merchant
Even though video may require additional resources for a merchant
to include, it is still a more popular feature than customer ratings
to include, it is still a more popular feature than customer ratings
and reviews, with 79.6% of retailers offering this feature.
and reviews, with 79.6% of retailers offering this feature.

That means more than a fifth of retailers in the Top 1000 don’t allow
That means more than a fifth of retailers in the Top 1000 don’t allow
their customers to rate their purchases and don’t show shoppers
their customers to rate their purchases and don’t show shoppers
what previous buyers have to say.
what previous buyers have to say.

However, there are a few commonalities between those without
However, there are a few commonalities between those without
reviews. Food and beverage retailers are the least likely product
reviews. Food and beverage retailers are the least likely product
category to have reviews on their sites, at just 63.2% of the
category to have reviews on their sites, at just 63.2% of the Top
Top 1000. Many shoppers are already familiar with the grocery
1000. Many shoppers are already familiar with the grocery items
items they are looking to buy, and food opinions range widely so
they are looking to buy, and food opinions range widely so reviews
reviews may not accurately reflect the quality of an item.
may not accurately reflect the quality of an item.
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