The Customer Dimension covers the experience of customers shopping with the retailer. The research falls under six main categories:
- Customer service response time and helpfulness, including Facebook and email tests
- Mobile and desktop homepage performance, including engineering and responsiveness
- Localisation, including customer service and communication channels as well as fulfilment
- Mobile and desktop website navigation, measuring the ease of finding desired products through the use of tabs, icons, search and filtering, among other things
- Customer feedback options, such as consumer reviews and product ratings on the product display page and channels to communicate
- Mobile app features, including personalisation features, performance and usability, and the ability to leave and see reviews and ratings [retailers with mobile apps]
