Customers Rate Express.com High for On-Time Delivery and Customer Satisfaction and Loyalty; Recent BizRate.com Report Confirms Express.com Far Exceeds Consumer Expectations!Business Editors & High-Tech Industry Writers LOS ANGELES--(BUSINESS WIRE)--April 17, 2000 Express.com (www.express.com), a premier online entertainment destination, received exceptional ratings from customers when compared to the category average by BizRate.com, the Internet's leading shopping and merchant rating guide. Express.com was compared against its competitors in the entertainment category that sells movies, music and video games See video game console. . According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Express.com's recent customer analysis performance summary, which analyzes consumer experiences after actual online purchases and fulfillment ful·fill also ful·fil tr.v. ful·filled, ful·fill·ing, ful·fills also ful·fils 1. To bring into actuality; effect: fulfilled their promises. 2. , the company scored significantly higher on specific merchant metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. and attributes than the average merchant performance scores according to a recent entertainment category report. The report found that 90 percent of the respondents' likelihood to buy from Express.com again is "highly likely" or "likely"; whereas the industry's average was only 78 percent. Additionally, 93 percent of those surveyed rated their Express.com purchase experience with "very high satisfaction" or "high satisfaction." The category average was 83 percent. Rated on a scale of 1 to 10, with 10 being the highest, customers' overall buying satisfaction from Express.com was rated 9.0, the industry rated 8.2. This significant rating further underscores the company's commitment to provide customers with the best online shopping experience possible. "Utilizing BizRate.com's services to survey customer attitudes on their online shopping experience with Express.com is extremely important," said Michael Dubelko, founder and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of Express.com. "Customers are No. 1 in our business and summing up the BizRate.com results, we're doing an exceptional job to keep them happy and satisfied. Results like this provide us with the needed feedback to keep our business thriving and our customers coming back." Moreover, at the point-of-sale, customers found Express.com's product information, selection and prices better than the category average. Assessing the company's fulfillment process, every merchant attribute rated surpassed the category's average. The most notable attribute was Express.com's on-time delivery record scoring, on a scale of 1 to 10 with 10 being the highest, an 8.89. The category average score was 7.85. Level and quality of customer support also received stellar ratings (9.0), with almost one point differential from the category (8.12). About Express.com Express.com, based in Los Angeles Los Angeles (lôs ăn`jələs, lŏs, ăn`jəlēz'), city (1990 pop. 3,485,398), seat of Los Angeles co., S Calif.; inc. 1850. and located on the world-famous "Hollywood Walk of Fame The Hollywood Walk of Fame is a pavement along Hollywood Boulevard and Vine Street in Hollywood, Los Angeles, California, United States, which is embedded with more than 2,000 five-pointed stars featuring the names of not only human celebrities but fictional characters honored by ," is the leading online entertainment destination, bringing together DVD DVD: see digital versatile disc. DVD in full digital video disc or digital versatile disc Type of optical disc. The DVD represents the second generation of compact-disc (CD) technology. , games, music and more to one location (www.express.com). Express.com incorporates full community, e-commerce and diversified unique content and capabilities to its Web site, and provides customers with quality, selection, service and value. Named "1999 Online Retailer of the Year" by Video Business magazine, Express.com has been named the top-rated site for customer satisfaction by Forrester Research Forrester Research is an independent technology and market research company that provides its clients with advice about technology's impact on business and consumers. Corporate facts
A read-only DVD disc used to permanently store data files. DVD-ROM discs are widely used to distribute large software applications that exceed the capacity of a CD-ROM disc. software titles at discount prices, as well as music soundtracks and video games. In January 2000, the company merged with Maximum Holdings Inc., which includes a network of more than 60 gaming Web sites, such as GameCave.com, as well as Game Fan magazine, underscoring Express.com's commitment to being the leading authority for games, music and movies on the Internet. The company also operates DVD.com, a premier destination offering a robust online community with engaging DVD-related editorial content and the latest in entertainment news on the Web. About BizRate.com Founded in 1996, BizRate.com (http://www.bizrate.com) is an open and comprehensive marketplace, governed by customer ratings, linking millions of online buyers to leading online merchants each month. As a trusted market-maker, BizRate.com combines valuable customer-generated information with a powerful set of shopping tools to help online shoppers confidently and easily decide where to buy online. BizRate.com's proprietary customer ratings form the backbone of the marketplace and are derived from its position as the only company trusted by more than 3,600 online stores to collect direct customer feedback and transactional information at the point of every purchase. These ratings, widely recognized as the standard for customer satisfaction on the Web, are the only statistically rigorous way of differentiating retailers on "quality of service" metrics, allowing consumers to take the focus away from pure price comparisons. In addition to on its site, BizRate.com's ratings also appear on Consumer Reports Online and Consumer Reports magazine, as well as Microsoft Network See MSN. Microsoft Network - The Microsoft Network , AltaVista, GO Network, Go2Net, Snap, Citibank, iChoose, Brodia, Dealtime and CNET (body) CNET - Centre national d'Etudes des Telecommunications. The French national telecommunications research centre at Lannion. . |
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