Etrailer.com has earned the Bizrate Circle of Excellence Award for the fifth consecutive year. The Wentzville business is one of just 187 online retailers in North America to earn this award, which is based on customer feedback.
Out of more than 4,700 retailers in the Bizrate network, the 2015 Circle of Excellence winners represent the top 4.6 percent in customer satisfaction. The winners were announced September 28.
Online retailers earning the Bizrate Circle of Excellence Award received higher-than-average customer rating scores across seven key satisfaction indicators: Overall Satisfaction, Product Selection, Ease of Finding, Likelihood to Buy Again, Product Met Expectations, On-Time Delivery and Satisfaction with Customer Support.
In Overall Satisfaction, etrailer.com scored 9.4 out of 10.
Locally, customers know the company, located at 1507 East Highway A, as a place to pick up towing and vehicle accessories, bicycle and watersport carriers, RV supplies and more. The company has onsite installers and technical experts who can answer questions and offer advice.
Online customers click on etrailer.com for unique and detailed photos, written descriptions and demonstration videos that are all produced in-house. Rather than rely solely on stock photos or product descriptions from its wide variety of product vendors, etrailer.com staff members often conduct their own research and handle the products themselves to understand how they work.
“Once customers read our in-depth product descriptions, watch our installation and demo videos and talk to our highly-trained expert and customer service teams, they feel confident that they are getting exactly what they need–at a very competitive price–and that they can handle the installation themselves. This confidence, communication and DIY appeal is what keeps customers coming back and telling others about their positive experience,” said David Longnecker, etrailer.com’s Navigation Designer.
The company is in the process of adding 100,000 feet of space to its warehouse and more than 100 spots to its parking lot, said Kevin Bross, a manager at etrailer.com.
“Our continued growth can be contributed to our customer-first approach and unique, in-depth content that is all done in-house, but it’s the leadership, mentality and teamwork that truly makes etrailer.com a successful business and a fun place to work,” Longnecker said.
“The e-commerce industry gets more challenging every year, but we’ve managed to do more than just compete. We envision our website as a physical store and our customers as real people that are looking for guidance and answers before, during and after they make a purchase. And we’re across the counter to help them every step of the way. No matter how much we grow, retaining this small-shop approach will continue to be the key to our success. It sounds simple, but it works.”
You can read more about etrailer.com’s rating on the Bizrate website.