RedSeer Research data release their E-Tailing Leadership Index (ELI) for the July-Sep Quarter Calendar Year 2017. The index is a view on how customers perceive the e-tailing platform and do not represent the market share dynamics.
Key takeaways from ELI Q3’17 summary
- Flipkart nudged slightly ahead of Amazon on the E-tailing Leadership Index (ELI) on “Most Trusted Brand” in Q3'17. Both players suffered on the scoring due to a decrease in satisfaction in consumer experience post-delivery.
- Since Q3'17 was a sale quarter for the industry, high order volumes led to issues in delivery and returns for customers.
- Shopclues suffered the most this quarter due to operational issues which led to increased delivery times and poor experience on customer support and returns
“At an industry level, NPS score improved to 23% from 20% in Q2 CY17 - because of the sale and cashbacks provided by various players this quarter,” the report said.
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About ELI - With 4500+ reach-outs every quarter, ELI is one of the most accurate and comprehensive assessments of e-tailer performance in the Indian customer's mind. The index measures 30+ customer experience parameters measured on three pillars:
- Most Trusted Brand
- Best Value
- Great Buying Experience