Distinguishing user satisfaction of an online retail store

Challenge

A non-profit with a new online retail store wanted to make sure their users had the best possible experience when purchasing products. 

Approach

We surveyed 1,238 shoppers to understand their experience using and trusting the website, as well as to gauge the ease of setting up an online account.  

Result

Overall, the online retail store received rave reviews; however, there were a few aspects, such as customer service, that we identified as problem areas in need of attention.

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