News | March 14, 2017

Online Flower Retailers Notch Significant Improvement In Customer Satisfaction, J.D. Power Finds

ProFlowers and Teleflora Tie for Top Honor

Costa Mesa, CA /PRNewswire/ - Online flower retailers have achieved significant year-over-year improvements in customer satisfaction, according to the J.D. Power 2017 Online Flower Retailer Satisfaction Report, SM released today. Overall satisfaction among online flower retailer customers increases to 829 (on a 1,000-point scale) from 806 in 2016 and 789 in 2015.

The report measures overall satisfaction with online flower retailers among customers who completed a purchase from an online flower retailer website within the past 12 months. Satisfaction is examined across seven factors (listed in order of importance): competitiveness of pricing; online store services and delivery; in-stock availability of merchandise; usefulness of information; variety of merchandise offered; website/online store; and contact with customer service.

Among individual retailers, ProFlowers and Teleflora rank highest in a tie, each earning an overall satisfaction score of 832. This is the third consecutive year in the top slot for ProFlowers, which shows superior performance in the factors of competitiveness of pricing; in-stock availability of merchandise; and contact with customer service. Teleflora scores highest in online store services and delivery; usefulness of information; and website/online store.

Strong customer loyalty is evidenced by 93% of customers saying they "definitely will" (68%) or "probably will" (25%) recommend the online flower retailer to a friend, relative or colleague based on their online experience. Likewise, 93% of customers say they "definitely will" (58%) or "probably will" (35%) purchase online from the same retailer again.

Report Rankings
ProFlowers (832) ranks highest in overall customer satisfaction (in a tie), performing highest in three of the seven factors: competitiveness of pricing; in-stock availability of merchandise; and contact with customer service. Teleflora (832) also ranks highest in overall customer satisfaction (in a tie), performing well in three of the seven factors: website/online store; usefulness of information; and online store services and delivery. 1-800-Flowers.com (828) ranks third, performing highest in the variety of merchandise offered factor.

The 2017 Online Flower Retailer Satisfaction Report is based on responses from 2,103 customers who made an online purchase from an online flower retailer in the past 12 months. The report was fielded in February 2017.

For more information about J.D. Power solutions for the retail industry:
http://www.jdpower.com/ratings/industry/retail

See the online press release at http://www.jdpower.com/pr-id/2017043.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. Those capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe.

Study Rankings

Online Flower Retailer Satisfaction Report

Overall Customer Satisfaction Index Ranking

JDPower.com Power Circle Ratings™

(Based on a 1,000-point scale)

For Consumers

   

ProFlowers

832

5

Teleflora

832

5

Report Average

829

3

1-800-Flowers.com

828

3

FTD

823

2

 

Power Circle Ratings Legend

5 – Among the best

4 – Better than most

3 – About average

2 – The rest

Award-Eligible Online Flower Retailer Brands Included in the Report

Company

President

Company Location

ProFlowers

Robert Apatoff

Downers Grove, Ill.

FTD Companies, Inc.

Robert Apatoff

Downers Grove, Ill.

1-800-Flowers.com, Inc.

James McCann

Carle Place, N.Y.

Teleflora

Jeff Bennett

Los Angeles, Calif.

About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-infohttp://www.jdpower.com/about/index.htm.

SOURCE: J.D. Power

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