Customer Satisfaction and Security Online

We all love to shop online because it’s fuss-free, there are no queues (especially important in the lead up to this festive season) and you can easily find what you are looking for.  Our online team’s mission is to make shopping online as easy and safe for you as possible. We were therefore really proud and delighted when we found out this week that our website came top in Which? magazine’s biggest online shopping survey. It was really amazing to receive a customer satisfaction score of 95% in addition to very high scores for delivery and ease of ordering!

As long as you take sensible precautions, online shopping can be just as safe as shopping over the phone, or in shops. However, for those of you who are a little concerned, here are a few of my top online shopping safety tips…

Never include valuable card or bank information in an email
Never give away your Personal Identification Number (PIN) or secure passwords in a response to an email. Sensitive information should never be requested via email, so although an email may look very convincing never give this information away.

Only shop at secure websites
Ensure that the security icon (this is usually a symbol of a locked padlock or unbroken key which appears in the bottom right hand corner of your web browser or on your address bar) has appeared, and look at the retailers web address which will change from ‘http’ to ‘https’ when you have reached a secure connection.

Consider setting up an internet only credit card
If you regularly shop online, you could consider opening an internet only credit card, allowing you to monitor transactions at a glance and set up additional consumer protection just in case something goes wrong.

And finally…..

Sign up to ‘MasterCard SecureCode’ when you are given the option whilst shopping online
Increasingly, when you go to make a purchase online, you will be given the option to sign up to a scheme that gives you extra security when you’re buying online.  This scheme is very similar to entering a PIN when you buy goods or services in person, but involves setting up a username and password that confirms your identity when you buy online.  Our own website uses ‘Mastercard SecureCode’ when using Maestro as a payment method online.

I hope you’ve found these tips useful and they make you feel more confident whilst shopping online and remember, if you ever have any questions about shopping on our own site, our friendly customer centre team are only a phone call away on 01983 813913.

Comments

[Jean Madgwick]

I love Liz Earle Skincare but just cannot seem to order it on line. For some reason my password isn't accepted and although I get a new one I still have the same problem. I find it easier to order by phone.

[Melanie Weaver]

I'm not at all surprised you came top in the survey! I am a marketing lecturer and use your website and company as an example in many of my lectures, particularly those on customer service, relationship marketing and customer loyalty. I am originally from Canada (a strong service culture) and I am continually banging on about the poor customer service in this country, how putting the customer at the centre of one's business and meeting their needs better than anyone else (by understanding them better) is the key to competitive advantage in any business, how all of the service elements you show, such as an easy to use website, providing the voice of the customer through testimonials, a warm and friendly environment - online and off, attention to detail, extra personal touches in packaging, etc. all work to add value and build customer loyalty... and that's before I mention your exceptional value for money products! and how rare it is to find a company that demonstrates all of the marketing concepts we teach!! So way to go (as we say at home!)

[A Robertson]

Hi Liz + team your products are fantastic. I've used them for a number of years and have now introduced them to my 17 yr old daughter and 2 more of my work colleagues. Everyone loves them and thinks they're great. I have also tried your body care range which is also fantastic. i've had it as a gift from my sister + a sample from you. Can't really afford to buy both at the moment but the bath soak is on my christmas list. The face essential is a must and is on mine + my daughters daily facial routine.My day doesn't start right without it. My work colleagues dad even commented that her face look fresh and glowing after using Liz Earle. May i also add my friend suffered from really bad acne. Not any more she's discovered Liz Earle! Thanks Liz couldn't get by without you!!! From a really appreciative Amanda x

[Andrea]

Reply to Jean Madgwick's comment:

We are sorry to learn of the problem you have been experiencing. Should any of our customers experience difficulty with ordering online we do have a friendly team on hand to deal with any queries. We can be contacted via email at naturallyactive@lizearle.com or alternatively, you can call us on 01983 813913 between the hours of 8.30am and 10pm Monday-Friday and 9am and 4pm Saturdays, and one of our Advisors would be happy to assist.