RS Components has made thousands of improvements to its website to make it faster and easier for customers to use. The enhancements, many of which are a direct result of customer feedback and suggestions to upgrade the website, support the company’s strategic priority to offer the best customer and supplier experience. To this end, RS is now implementing a total of eight major website improvements per month.
eCommerce represents over 65% of the company’s sales around the world, therefore improving the online experience is central to its goal of delivering a best-in-class customer experience. The website improvements made include: implementing 60 000 search fixes; cleansing and introducing ranging for 5 million product attributes; adding over 120 000 new images, datasheets and videos; and improving site speed by 40%. Together, these enhancements make it quicker, simpler and more convenient for customers to find, research and purchase the products they are looking for.
The website improvements have led to a significant increase in the company’s customer satisfaction rating and the highest level of online conversion and growth in RS online sales for three years. The customer feedback and suggestions that have helped define and shape the enhancements are continuously captured through the ‘voice of the customer’ online survey.
Guy Magrath, chief digital officer at RS, said: “Our customers have been telling us we need to make their lives easier in terms of website speed, convenience and connectivity. These latest enhancements demonstrate that we listen to their feedback and incorporate many of their suggestions to improve our site. We are encouraging customers, both past and present, to ‘take another look’ at our site to witness some of the significant improvements we have made.”
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