Friday, March 2, 2007

Electronic Retailer Suckometer

Since I had horrendous customer service experiences at Best Buy and CompUSA, I decided to analyze the relationship between customer loyalty and the order procurement and order processes. In addition, I analyzed the recruiting efforts and how 4 retailers retain their best employees. Last but not least, I analyzed three order fulfilment variables: product availability, timeliness of delivery, and ease of return.

These 4 retailers were researched: Best Buy, Circuit City, Fry's and CompUSA.
I googled the following terms: 'Brand Name' sucks.

Not a big surprise, Best Buy topped the list:

Best Buy 2.5 million results
Circuit City 968k results
CompUSA 143K results
Fry's 112k results

To be fair, I had to divide the results by the number of stores in the US and the Eletronic Retailer Suckometer reads like this:

Fry's 3,733 results per store
Best Buy 3,200 results per store
Circuit City 1,489 results per store
CompUSA 1,430 results per store.

Clearly, as unscientific as an analysis can be. But very insightful. An opportunity for a good company to take over this vertical.


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