JD Sports has been ranked as the top performing ecommerce website in terms of usability in the UK.The eRetail Benchmark study from eDigitalResearch highlighted the retailer’s informative product pages, checkout process and various points of customer contact as standout traits.
Other websites that performed well in the overall usability rankings included Marks & Spencer (M&S), Amazon, John Lewis and Figleaves.
The top websites for search and navigation were M&S and New Look respectively, while Amazon, Ocado and ASOS were praised for their speed of response when interacting with customers via email.
According to eDigitalResearch co-founder and director Michelle Fuller, the study indicates that investing in customer contact can result in significant increases in satisfaction among online shoppers.
When customers shop online, the very least they expect is a simple, straightforward and easy-to-use experience, from clear navigation to detailed product information, good customer service and accurate delivery information.