WebShop Survey
Electrocomponents plc, trading as RS Components and Allied Electronics, is the world’s leading high service distributor of electronics and maintenance products, with more than 1.6 million customers and a range of 550,000 products.
Online sales currently account for more than half of Electrocomponents revenue and are expected to grow significantly over the coming years. The Group has around 60 websites across the world, with the majority in respective local languages. These form a vital part of the Company’s operations.
In order to measure the end-to-end experience of online customers, and to benchmark this against competitors, Electrocomponents commissioned Opinium to conduct a survey of its RS UK website, rswww.com.
Using Opinium’s online mystery shopping research tool, WebShop, more than 500 engineers and consumers were tasked with evaluating the UK site and performing a range of tasks – from product search to checkout - as if bona fide shoppers. A number of respondents were additionally tasked with making online purchases, returning items and contacting RS Customer Services by telephone and email.
Through this research, we were able to identify how the RS site was deemed to perform across more than 60 KPIs, to benchmark this performance against major competitors and to make tangible recommendations on improvements to specific areas of the website.
Contact us at info@opinium.co.uk to learn more about this case study.
