ECC Köln is presenting the German Online Retail Award based on over 15,000 customer reviews for the eighth time. Alternate, bonprix, Douglas, Erwin Müller, and zooplus were among the winners.
13 winners were announced in Cologne last night along with the presentation of the “German Online Retail Award” at the ECC FORUM Community Night. For the eighth time, ECC Köln used customers’ reviews and opinions to award the best providers in Germany. The award is based on ECC's "Customers' Choice" survey, supported by dotSource and Paysafe Pay Later, for which the ECC experts evaluated more than 15,000 customer reviews on more than 130 online retailers.
Digital experience: Musikhaus Thomann’s customers are also big fans
In addition to ten industry and two special prizes, the "German Online Retail Award" was also awarded to the best online provider across all categories. In 2019 that went to Musikhaus Thomann. Since 2012, the special mail order company has topped the ranking of the best online providers from the customer's perspective for the fourth time. Why’s that? "Musikhaus Thomann manages to tailor its strategy precisely to the needs of its target group and thus achieves an excellent digital experience," explains Sabrina Mertens, Director of ECC Köln. The evaluation shows that Musikhaus Thomann scores above average in terms of "Service & Consulting" and "Trust". Dotted with versatile product information, sound samples, and diverse support services. "Thomann manages to turn its customers into real fans," Mertens continued.
Special prizes for Douglas and Bonprix
The first 2019 special awards went to Douglas and bonprix. Based on the results of the survey, ECC experts awarded Douglas the best online provider from "always-on" online shoppers’ POV (especially important for mobile use in everyday life) with the "Smart Consumer Award". "Douglas recognises the growing importance of smart consumers as a high-growth customer group and understands how to capitalise on it as part of a new digital strategy," explains Dr Kai Hudetz, Managing Director of IFH Köln. bonprix reps have two reasons to be happy. In addition to winning first place in the fashion category, the clothing retailer was also allowed to take home the "Breakthrough Award". ECC experts appreciated an absolute focus on customers and the company’s transformation from catalogue mailer to innovative e-commerce player, which can be seen in the 2019 survey results.
mytoys, Alternate, and zooplus take home industry awards
Last night in Cologne, the other award winners, who had the best score in terms of customer satisfaction, returning customer rate, and recommendation rate, had reason to celebrate. mytoys was able to prevail in the “Baby & Kids” category this year. “Consumer Electronics” went to Alternate and zooplus was pleased with the category award “FMCG”. Of course, Amazon didn’t leave empty-handed: Despite Otto and Tchibo being in second and third place, Amazon prevailed among the generalists.
About the "German Online Retail Award” & "Customers' Choice”
The German Online Retail Award was presented in 2019 for the eighth time by ECC Köln. The award is based on the ECC's "Customers' Choice" survey in collaboration with dotSource and Paysafe Pay Later, which evaluated more than 15,000 customer reviews on over 130 online vendors. The investigation focuses on holistic digital shopping experiences. In addition to success factors in e-commerce (User Experience, Convenience, Services, Content & Inspiration, Value for Money, and Assortment), aspects such as the social media links, a uniform shopping experience across different channels, and emotional dimensions such as trust and security focus. The ranking results from an index, in which the customer satisfaction, intention to return to the shop, as well as the willingness to recommend, were all taken into account. A total of ten industry awards and a prize for the overall winner from the customers’ perspective as well as two special prizes from the ECC experts were awarded.
About ECC Köln: Part of IFH Köln, ECC Köln is the first point of contact for trends and developments in the digital retail world. Retailers, manufacturers, and service providers benefit from unique market and customer insights as well as individual market research and strategy consulting. With the ECC Club (www.ecc-club.de), ECC Köln offers a unique content and networking platform for decision-makers in e-commerce. Content. Commerce. ONE Community – That’s what ECC Köln stands for. More at www.ecckoeln.de
About dotSource: dotSource, that’s over 200 digital natives with one mission: We’ve been supporting businesses with their digital transformations since 2006. Whether e-commerce and content platforms, customer relationship and product data management, or digital marketing and artificial intelligence: Our solutions aren’t just user-oriented. They’re emotional, targeted, and intelligent. From discussing strategies and system selection, to conceptual and UX design, to operation in the cloud — together we develop and implement scalable digital products. We use new work and agile methodologies such as Scrum and design thinking. Our competence is trusted by companies such as EMP, BayWa, Axel Springer, hagebau, C.H. Beck, Würth and Stabilo.
About Paysafe Pay Later™: Paysafe Pay Later ™ (payolution GmbH) develops payment solutions for online and offline trading. Proven products such as purchases on account, instalment payments (online & at the POS), monthly invoice, and SEPA basic direct debit allow retailers to increase the conversion rate and thus their sales. It’s also characteristic of the white label approach, in which the entire operative processing is taken over for the partners, but the customer sees the usual design of the merchant in front of him. As part of the international Paysafe Group, a leading provider of end-to-end payment solutions with over 20 years experience in the online payment business, Paysafe Pay Later™ offers customised solutions for the DACH area. Plug into Paysafe.