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Study: QVC tops in mobile customer experience


Chicago – QVC received top ranking in the Mobile Customer Experience Index from The E-tailing Group. QVC scored 84.17 on a 100-point scale, with the average score being 71.5.

On both iOS and Android platforms, mobile retailers were evaluated on key page prowess, brand parity, likelihood to buy and errors experienced in the process, effective merchandising execution, feature-rich retail locators, lookup and pickup options for multi-channel retailer, product and category information depth, shopper-centric search options, strong cross-channel shopper profile integration, efficient checkout, related tools and likelihood to buy, and cross-device and cross-channel promotion.

In 2014, seven retailers achieved an 80-plus score distinguishing themselves from their peers. QVC took top honors amidst a strong field. Both American Eagle Outfitters and Sephora made the cut two years. These scores reflect shopping experiences shaping up to meet the needs of the mobile shopper. According to The E-tailing Group, mobile execution is being taken seriously and more retailers have attempted to deliver channel consistency while still embracing mobile-centric needs.

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