Orvis Earns Top Spot in an Annual e-Commerce Shopping Survey

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Orvis beats out over 100 other reputable companies including Sears, L.L.Bean, Target, Best Buy, and REI, to take the top spot in an annual e-commerce shopping survey.

Tailing Group’s Mystery Shopping study. Orvis’ exceptional performance score beat out over 100 other reputable companies including: Sears, L.L.Bean, Target, Best Buy, and REI. This study measured a customers’ overall e-commerce experience by tracking these sites’ keyword search capabilities, delivery times, customer service responsiveness, and real-time inventory availability, among other criteria.

“Orvis has always strived to surpass the expectations of our customers. We apply this same effort to our online experience, in order to give our customers a process that is as straightforward as possible.” said James Hathaway, Senior Manager of Communications, Orvis. “We are definitely happy to see ourselves at the top of this list.”

Orvis, a retailer of fishing and outdoor gear and apparel, raised the bar for consumers’ shopping experience by posting the highest score, 88.0 out of a 100 point scale, an 18.5% jump from its score in 2009. Orvis far surpasses the average score of 77.1 in its category, sporting goods.

Orvis has made many changes on the e-commerce front, since last year, by bolstering its search functionality, adding recently viewed items and offering Internet-only specials, according to the e-Tailing Group President, Laura Freedman.

The average score across the sites in the fourth quarter was 68.7, up slightly from 68.1 a year earlier. The consultancy considers sites that score between 50 and 59 as needing improvement, 60-69 as average, 70-75 as good, 76-80 as very good and above 80 as excellent.

“The guys who are good are good across the board and stay consistent,” says Freedman. “Retailers have to stay on top of what is new while also adhering to the standards the customer expects.”

About Orvis
Orvis has been the premier outfitter of the distinctive country lifestyle and sporting traditions since 1856. Orvis donates five percent of pre-tax profits each year to protecting nature, supporting communities and local conservation efforts. You can read more about Orvis on their website at http://www.orvis.com.

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Noelle Guerin
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