We've done all of this to make sure that we can deliver the best possible customer experience while still providing the lowest prices available online.
Ballwin, MO (PRWEB) February 15, 2013
Online retailer Goedekers.com has achieved a long standing goal with overall customer satisfaction on rating and review site ResellerRatings above 9.5 for the month of February.
"This is an incredible accomplishment for our team," says Goedeker's CEO Steve Goedeker. "Our customer service, sales, marketing, shipping, and finance teams have all made the voice of the customer a central theme in everything we do. It's a real joy to see their efforts are having an impact."
The online retailer has struggled in recent months with backorder items, long shipping times, and long hold times. According to Goedeker, each of these was addressed through enhanced communication between teams and upgrades to various systems. "We've upgraded our website service. We've upgraded our telephone system. We've added more members to our sales and service teams. We've made changes to the processes that control how we handle orders. We've done all of this to make sure that we can deliver the best possible customer experience while still providing the lowest prices available online."
The two categories that show the most significant improvement for Goedeker's are Overall Customer Service and Overall Shipping and Delivery Process. Within the Overall Customer Service category, Goedeker's had struggled to push past an 8 rating on a 10 point scale. In the month of February, the company is showing a rating of 9.5.
Shipping times were one key area of concern for the company. From point of order to initial delivery shipment was taking approximately three weeks. At the most recent measure, that time frame had dropped to approximately two weeks on average. This helps customers ensure that they will have all necessary information for time-sensitive rebates available on many items. This is reflected in the ResellerRatings.com score for that category. Where Goedeker's had struggled in the past, the February score is currently above a 9 rating on a 10 point scale.
Recognizing the company's efforts in customer satisfaction, ResellerRatings has identified Goedeker's as an "Elite" Merchant. According to information at ResellerRatings.com, "Our WeeElite Program recognizes excellence in customer satisfaction. To display the ResellerRatings Elite badge, companies must meet stringent ratings standards, and they must subscribe to the ResellerRatings Merchant Member program to actively participate in resolving customer issues at ResellerRatings."
CEO Steve Goedeker expressed his pride in his team. "They've worked hard to identify what was broken and fix it while continuing to improve areas where we were performing well. Their efforts are clearly having an impact with customers, and that's a wonderful feeling. We hope that everyone who shops at Goedeker's, whether here in Saint Louis or online, has an experience they'll be happy to share."
Goedeker's is a family owned and operated home goods retailer located in the St. Louis, Missouri, suburb of Ballwin. First established in 1951 as an electronics repair shop, Goedeker's has grown to be one of the largest, most trusted independent retailers of home appliances, furniture, mattresses, and plumbing supplies online. For more information, visit http://www.goedekers.com/.