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Zendor Launches New Website Review Service

Press Release

By: Zendor
31 January 2005

Manchester-based multi-channel retail specialist Zendor is launching a new ‘Online Experience Review’ service to help retailers and manufacturers improve their e-commerce proposition and increase response rates, average order values and profitability. Zendor’s new service involves a two-pronged approach which aims to get both the offer AND the website right. Assessing the whole proposition from product range to customer experience is key, as the success of any e-commerce offering will depend on one as much as the other.

Zendor’s new Online Experience Review is therefore far more than simply scrutinising a website’s aesthetics and usability. It addresses the client’s entire e-commerce proposition, providing a complete, holistic analysis of both its online strategy and website. The phased service includes the following:

Phase 1 - E-commerce study: The Zendor team breaks down and reviews key elements of the online strategy, including product range, pricing, offers/promotions and the look, feel and flow of the website, against best practice standards.

Phase 2 - Online Customer Experience Research: Using the ideas and recommendations generated as a result of the first phase, a ‘real world’ testing session is undertaken, reviewing the site through the eyes of the retailers’ customers. This involves monitoring how a representative sample of customers interacts with the website on a one-to-one basis (in laboratory conditions) in order to measure key site strengths and weaknesses.

Phase 3 - Roadmap: All results are analysed and a roadmap is drawn up providing range, pricing and promotions advice and key website issues, including practical recommendations for implementation.

By taking on board these recommendations, online retailers and manufacturers can expect to improve their offering on all fronts, impacting customer conversion rates and order values, and leading to a better return on investment.

Nick Allen, Chief Executive of Zendor explains: “Making a success of e-commerce is dependent upon so many elements from product range and the use of promotions through to a website’s flow and usability. As each element impacts on another it is important to consider the entire online proposition and not just its separate elements. The Online Experience Review takes this inclusive approach and also provides the client with a detailed roadmap of how its e-commerce offering can be made more profitable.”