StoreScore
StoreScore is our in-house audit scoring system
Every ecommerce retailer that applies for the Customer Seal programme is processed through our StoreScore system. It has been internally developed and designed to allow us to test, check and qualify all participating retailers.
How do we test?
All ecommerce retailers have various communication routes open to potential customers. We use all that are available to make contact with the applicant, as well as testing other aspects of their service:
By telephone
We test companies by telephoning using voice actors who can adopt differing accents/voice structures/personalities, along with voice transformation technology, and we grade the retailers on how they respond to our requests & questions. These requests are designed to test, and place varying customer scenarios upon the retailers.
By email and instant messaging
Enquiries will be sent from acting potential customers with simulated enquiries. How these requests are handled and responded to will impact on the final score of the retailer.
By postal mail
Letter(s) will be sent to the available address(es) that the retailer has listed on their website in order to establish a presence at that address, and the rapidity of responding to such postal enquiries. We also check to see if any mail redirection has occured.
By ordering items from their shop
Where appropriate, we will buy product(s) from the retailer to correlate their promised delivery times. After receipt of the items, we will then return them to test their prescribed returns and refund policy.
By checking their cart security
We go through the complete shopping process to establish how secure your credit card transactions are. We compare them to leading security standards, and if there are any problems, we will not award the seal.
The requests will not extensively tie up front-line sales staff - they are designed as rapid question and answer scenarios based on the accuracy of product availability & knowledge, and delivery times. We are looking for how we are treated as potential customers.
It doesn't end there
This initial audit occurs over the ensuing calendar month from the date of the application. We then make further but less extensive checks during the year of certification.
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