The Social Media Revolution

Last week at the Shop.org Annual Summit, one of the key topics on everyone’s mind was social media. During one of the sessions, the moderator asked if there was anyone not using some form of social media (be it Facebook, Twitter, etc.), and as I looked around the room, barely any hands were raised. Retailers now have a major presence on social networking sites, have their own community forums and create their own blogs. There are jobs dedicated to coordinating and maintaining social media efforts. It’s becoming much more commonplace to visit a site and see links to the company’s Facebook, Twitter and YouTube pages.

The growing prevalence of retailers on Twitter was especially apparent to me when BizRate® announced the Circle of Excellence Award winners last week. Last year at this time, we announced the winners and those retailers publicized the award on their sites, as per usual. This year, in addition to those efforts, winners immediately began blogging and tweeting the good news to their followers. Companies can get news out quickly through these channels and are able to have more of a dialogue with their customers.

While retailers have recognized the need to dedicate resources to social media efforts, there are still questions about the best way to take advantage of these new channels. In Q4 2009, BizRate Research is going to run a “Hot Topic” study on social media, in order to get a better sense of why consumers become fans of retailers on Facebook, or follow them on Twitter, or watch their YouTube videos. Is the driving force to get special deals? To find out about upcoming events? Does it engender loyalty? We’ll be taking a closer look at the social media phenomenon, and look forward to sharing the results in a few months!

Delving Into Email Marketing

Hot Topic: Email Marketing

In Q2 2009, BizRate Research ran a “Hot Topic” study on Email Marketing*, taking a look at what types of emails have the best open and site visit rates, the importance of consumers being able to control their preferences, and what types of email promotions drive purchases.

Check out some of the data highlights:

43% of consumers were not currently receiving emails from the retailer they had just purchased from. Of those who were already receiving emails, 81% were happy with the frequency. For these consumers, nearly 30% felt it is very important for them to be able to specify the topics and frequency of the emails they receive.

Open rates are high

Only 3% tend to delete an email without opening it, while 59% will open an email from the retailer they purchased from nearly every time they receive one. The emails with the best open rates are special offers (90%), and notifications about items being back in stock (71%). A little over half of consumers always visit the site after opening these types of emails. Emails with references to special occasions or holidays were not opened as frequently (only 53%) and only 34% visit the site nearly every time.

Types of email promotions

Free shipping/delivery is the email promotion with the most influence over whether a consumer will make a purchase (63%). Percent off or dollars off coupons are also popular (53% and 50%, respectively), while gift with purchase promotions have less influence (25%).

If you are interested in learning more about the “Hot Topic” program, then please contact us. We welcome suggestions for future topics – leave a comment with your ideas!

*For this Hot Topic study, 63,155 consumers submitted responses Network-wide. Survey responses were collected from April 29 – June 30, 2009.

Tracking Metrics that Lead to Better Conversion

While BizRate hosts several services which are geared specifically towards supporting customer care teams, we also help merchants track metrics that lead to better conversion rates.  Additionally, we recently launched our abandonment survey that not only is free, but also helps merchants measure the success of their websites by considering the voice of customer.  Combining this qualitative knowledge with the quantitative trends helps get at the “why” when testing new layouts and creatives, and understanding why a customer visits and leaves without purchase.

Our standard point-of-sale survey captures these 8 metrics to help track factors that influence conversion:

  • Ease of finding what you’re looking for
  • Overall look and design of site
  • Clarity of product information
  • Selection of products
  • Charges stated clearly before order submission
  • Prices relative to other online merchants
  • Variety of Shipping options
  • Shipping Charges

These metrics are found on our daily VitalMails and Vital Signs where you can track performance on a daily, weekly, or monthly basis.  You can also contact us to sign up for the free BizAdvisor report which not only provides regular snapshot of your website’s performance, but also how you compare to other retailers in your category.  Couple that with our abandonment reporting which breaks out visitors, cart abandoners, and check-out abandoners and you have a quite a comprehensive outlook…FOR FREE. Yes. For free.

Is Going Mobile Worth It?

Hot Topic: Mobile Commerce

One of the most buzzed about topics in the industry right now is Mobile Commerce. At the Shop.org Annual Summit last week, there was a session dedicated to this topic, and retailers were interested to hear best practices from those who currently have mobile sites up and running. A couple of the key takeaways of the session were that retailers should make sure that being in mobile makes sense for their specific customer base (don’t do it without a goal in mind), and if they decide to design a mobile app, to make sure it is something unique that no one else can do.

BizRate Research is currently wrapping up a “Hot Topic” study on Mobile Commerce. We launched questions on this topic across the majority of our Network of retailers* during Q3 2009, and we plan to pulse them again in the future to get a sense of consumer adoption.

Preliminary data shows that nearly half of online buyers (48%) currently own a cell phone with internet access. Interestingly, of those who do not have internet access on their cell phones, only 14% plan to buy an internet-enabled phone in the next year. Of those planning to buy a phone in the next year, the iPhone is the most sought after phone (29%), with Blackberry close behind (24%).

Currently, 7% of online buyers make purchases from their mobile phones, a number that is expected to rise in the coming months and years. Slightly more online buyers (13%) use their phones to browse for items or to locate products in a nearby store, while 12% are using them to track orders.

We will be posting more results after concluding our analysis, so stay tuned! If you are interested in learning more about the “Hot Topic” program, then please contact us. We welcome suggestions for future topics – leave a comment with your ideas!

*For this Hot Topic study, 101,456 consumers submitted responses Network-wide. Survey responses were collected from July 1 – September 30, 2009.

“We Live and Die by These Numbers” – Bodybuilding.com’s Commitment to Customer Feedback

I recently had the chance to catch up with Colin Eggleston, Customer Interaction Specialist at Bodybuilding.com. Bodybuilding.com has used BizRate’s Ratings & Customer Feedback platform since 2006, and in that time has demonstrated a strong commitment to listening to and serving their customers’ needs.

In the past few years, Bodybuilding.com has collected over 100,000 ratings (becoming Customer Certified in the process) and just won its first Platinum Circle of Excellence Award – a huge accomplishment! In light of this success, I wanted to talk to Colin about how Bodybuilding.com uses BizRate’s Ratings & Customer Feedback tools, and what they find most valuable.

Bodybuilding.com has integrated BizRate’s Ratings & Customer Feedback into their weekly Executive strategy meetings, paying close attention to both their survey scores and their customer comments. “We live and die by these numbers,” Colin stressed. Colin utilizes tools such as VitalMail, Vital Signs and a respondent level data file to put together these weekly reports. While the Executive Team looks at all of the survey scores, three areas of focus are the Net Promoter® score, customer support and shipping charges/options.

Bodybuilding.com constantly looks to their customer feedback as a guide for where to make improvements. While they are known for their superior customer support, their scores related to shipping were due for some improvement. Colin mentioned that while reading through customer comments recently, they noticed numerous complaints about the type of packing material that was being used in their shipments. After taking that feedback into account, they decided to make the switch from butcher paper to air bag inserts. Customers have been happy with this change, and it has had a positive impact on Bodybuilding.com’s ratings.

They also tried out a new shipping promotion a couple of months ago to see if that had an effect on their scores. According to Colin, “We take these numbers seriously, and take action where needed.” Having constant access to ratings and feedback helps Bodybuilding.com zero in on where changes need to be made, and to measure the effects of the programs they implement.

Upcoming initiatives for Bodybuilding.com include utilizing Data Pass Through (for country code and product sku (currently in beta)) to look at how scores differ between domestic vs. international customers, and to delve into product-level satisfaction.

Thank you for taking the time to talk to us Colin, and congratulations to Bodybuilding.com on its Platinum Circle of Excellence Award!

Press Release: Free Reports Added to BizRate’s Customer Feedback Program

Free Reports Added to BizRate’s Customer Feedback Program
–BizRate® Research expands its free offering to include BizAdvisor and Comments Classifier –

Los Angeles, CA (September 23, 2009) – BizRate® Research announces the expansion of its free buyer feedback program to include two new reports: the BizAdvisor and the Comments Classifier. These new reports provide online retailers with enhanced insights about buyer behavior and needs.

The two new reports are now available to all of the 4500+ retailers already participating in the BizRate® Research Point-of-Sale and Order Fulfillment Network. The BizAdvisor report sample report helps online retailers efficiently assess and prioritize improvements to key functional areas based on their correlation to key loyalty metrics and future buying intent. BizAdvisor also allows retailers to benchmark the behavior of their buyers against the buyers of other retailers within their category in the BizRate Network. These benchmarks are drawn from approximately one million surveys collected monthly from the buyers within this network. We’ve published a sample BizAdvisor report for your review.  The Comments Classifier report provides more in-depth commentary and examples within each functional area. Additionally, the reports will include data points to augment the retailer’s insights about buying behavior, such as:
· Net Loyalty Scores
· Category Benchmarking
· Correlations and Quadrant Analysis
· Buyer Demographics
· Customer Comments Classified by Tone and Functional area

“These reports provide the foundation for consumer insights development and subsequent action plans. The BizRate® Customer Feedback program is indispensable for online retailers who are serious about prioritizing improvements to their ecommerce experience based on their buyers’ needs,” stated Hayley Silver, Director of Consumer Insights, BizRate Research.

BizRate® Research provides the opportunity for online retailers to improve customer satisfaction and loyalty with its robust assortment of customer feedback tools. The recent announcement of its abandonment survey and this latest addition of the BizAdvisor and Comments Classifier reports significantly increased the consumer insight tools available to online retailers. The foundation of the Customer Feedback services that BizRate has provided to online retailers for over 10 years, are at no cost. BizRate also offers additional services, including survey customization, for a fee.

About BizRate® Research:
BizRate Research assists retailers in listening to their customers and starts a dialogue between retailers and customers with the end goal of growing consumer loyalty to the retailer. BizRate Research provides tools and reports to over 4,500 retailers to enlighten them about the customer experience and make them aware of the “why” in what consumers think and do. For over 10 years, BizRate’s consumer feedback and ratings platform amplifies the consumers’ voice in a way that is fast and measurable, resulting in insights, action, and consumer loyalty. For more information on our buyer and abandonment survey and reporting products, please contact us at researchsales@bizrate.com. BizRate Research is a division of Shopzilla, Inc.

About Shopzilla, Inc.:
Shopzilla, Inc. is one of the largest and most comprehensive online shopping networks on the web. Through its leading comparison shopping sites, BizRate.com® and Shopzilla.com®, Shopzilla helps shoppers find the best value for virtually anything they want to buy from thousands of online retailers. Based in Los Angeles, Shopzilla operates sites in the U.S., U.K., France and Germany. The company is owned by Scripps Networks Interactive, Inc. (NYSE:SNI), which include national lifestyle TV networks such as HGTV, The Food Network, Fine Living and more.

BizRate Research’s 2009 Circle of Excellence winners are announced!

BizRate® Research Recognizes the Very Best Online Retailers
– Leading Consumer Feedback Network Announces the BizRate Circle of Excellence Awards for 2009

LOS ANGELES – September 22, 2009 – BizRate® Research, a leading consumer feedback network, announced today the winners of its tenth annual BizRate® Circle of Excellence.   The award recognizes the top performing online retailers that provided outstanding customer experiences throughout the year, as rated by their customers.

The strict criteria set by BizRate® Research evaluates customer satisfaction at each of the over 5,000 retailers within the BizRate Network.  Online stores earning the prestigious Circle of Excellence award were rated by their buyers at a significantly higher level* than the Network average across seven key satisfaction metrics:

Circle of Excellence Satisfaction Metrics

  • Overall Satisfaction at the Point of Sale
  • Product Selection
  • Ease of Finding what the customer is looking for
  • Repurchase Intent after order receipt
  • Product Met Expectations after order receipt
  • On-time Delivery
  • Customer Support

This year, 167 online retailers earned the coveted Circle of Excellence Award in recognition for their stellar customer experiences, as rated by their own customers between August 2008 and July 2009. Of this group of winners, 40 received the highest honor: the Platinum Award. The Platinum Circle of Excellence is awarded to retailers that achieved a score of at least 9.0 in all seven key satisfaction metrics named above.

For many online retailers, the BizRate Research platform and tools have become critical to their success in engendering customer loyalty. Powerhouses such as Crutchfield and Tower Hobbies, who have held the Circle of Excellence title for ten consecutive years, find the feedback platform essential in maintaining superior customer service and gaining consumer insights.

“We are very proud to be recognized by BizRate for our tenth consecutive year of service excellence,” says Bill Crutchfield, CEO of Crutchfield. “As they recognize us, we must recognize them. BizRate Research has been an invaluable partner of ours. Their sophisticated tools allow Crutchfield to deliver unsurpassed customer satisfaction to all who shop our website.”

The BizRate Circle of Excellence celebrates its 10th anniversary this year, making this year’s announcement an especially memorable one. “Back in 1999, we launched the Circle of Excellence to allow the very best retailers to earn special recognition for their exceptional performance in the area of customer service. At that same time, we also believed that the Circle of Excellence denomination would empower online consumers by highlighting retailers with whom they should feel extremely confident about shopping.” said Bill Glass, President of Shopzilla, Inc., the parent company for BizRate.com. “Since its inception, the importance of the Circle of Excellence has continued to grow, and today it is truly the hallmark of customer satisfaction success in online retail. After ten years, we are more committed than ever to providing retailers with the invaluable ability to listen to and understand their customers’ needs via our point-of-sale feedback platform. Furthermore, we are thrilled to offer them the opportunity to be recognized for their superior performance in delivering on those customer needs as Circle of Excellence winners.”

Congratulations to the Circle of Excellence Platinum award recipients for 2009:

4 All Memory
Bose
Discountcontactlenses.com
OnlineLabels.com
Abacus Private Store
Build-A-Bear Workshop
DrinkingFountainDoctor.com
Shopirish.com
Adagio Teas
Café Britt
Embroidables
Step2
American Muscle
CD Universe
Fox Creek Leather
The Birdsafe Store
Anna’s Incense
Cheryl & Co.
Jo Malone
The Perfume Spot
B&H Photo-Video-Pro Audio
Christianbook.com
La Mer
Thymusking.com
Baby Super Mall
Community Coffee
MAC pro
TibetShining.com
BabyHopes.com
Condom Depot
Memory Giant
Tillamook Country Smoker
Bobbi Brown Cosmetics
Crutchfield
Name Brand Golf Shirts Direct
Titanium Kay
Bodybuilding.com
DermStore
One Small Child
Zappos.com

Congratulations to all Circle of Excellence award recipients for 2009:
1A Auto Parts
Chico’s
Inksmile
Prescriptives
2nd Story Software, Inc.
ChristianCinema.com
J&R
Quill
4Inkjets
Clinique
Janie and Jack
QVC
A Main Hobbies
Courtneys Candles & Creations
Jimmy Beans Wool
RubberStamps.net
A Southern Season
CPO Milwaukee
Knitting Warehouse
Safety Glasses USA, Inc.
A.T. Cross
Crucial Technology
LD Products
San Marco Coffee
ABC Vacuum Warehouse
CutleryandMore.com
Legacy Motors Diecast Cars
Scentiments.com
Abt.com
Dar-us-salam publications
Leisure Pro Divers Emporium
ShipMyContacts.com
ACLens.com
Data Memory Systems inc.
Lenox
SitStay.com
Advantage Supplements
Databazaar.com
LONDONS Bathecary
SkinCareRX.com
All Star Health
Dave and Adam’s Card World
M&J TRIMMING
SkinStore.com
AllAboardToys.com
DERMAdoctor.com
Mack’s Prairie Wings
Steven Singer Jewelers
American Musical Supply
Discount AC parts
Madame Madeline
Supplies guys
Annie’s Charm Closet
Dogfunk
Mardi Gras Outlet
Switch Hits Switchplates
Appliance Parts Pros.com
DVD empire
MemoryTen, Inc
Teavana
Austin Kayak
Easy Appliance Parts
Memory-Up
The Blue Rooster Company
Aveda
Esteelauder.com
MetroMedicalOnline
The Cover Store
Backcountry.com
Fairytale Brownies
Ministry Ideaz
The GPS Store, Inc.
Bath and Body Works
Faucet-Warehouse.com
Moolka Toys
The Kershaw Store
BatteryMart.com
Filter-outlet.com
NorthShore Care Supply
The Vermont Teddy Bear Co.
Best Price Nutrition
FiltersFast
NutritionGeeks
TigerDirect.com
BestNest.com
Firefold
OEMPCworld.com
Tilly’s
Bigdiscountfragrances.com
Fisher-Price
Oneida.com
Tower Hobbies
Blackhole boards
Footwear etc.
Onlineshoes.com
Truckspring.com
Blue Nile
FragranceNet.com
Origins Natural Resources
TSS-Radio
BOMC2
FragranceX.com
OrnamentShop
Undercover Condoms
Bowlingball.com
GigaGolf
Overland Sheepskin Co.
Vanns.com
Bulbconnection
GoBros.com
PartSelect
Vitalicious.com
Bumble and bumble
Green Mountain Coffee Roasters
PENWA.com
www.weldfabulous.com
CajunGrocer.com
HealthWarehouse.com
PersonalizationMall.com
Your Electronic Warehouse
Carrot Ink
iAllergy
PetSolutions
Zbattery.com, Inc.
CheckOutStore.com
Iaqsource.com
Planet Shoes

About BizRate® Research:

BizRate Research assists retailers in listening to their customers and starts a dialogue between retailers and customers with the end goal of growing consumer loyalty to the retailer.  BizRate Research provides tools and reports to over 5,000 retailers to enlighten them about the customer experience and make them aware of the “why” in what consumers think and do. For over 10 years, BizRate’s consumer feedback and ratings platform amplifies the consumers’ voice in a way that is fast and measurable, resulting in insights, action, and consumer loyalty. For more information on our buyer and abandonment survey and reporting products, please contact us at researchsales@bizrate.com. BizRate Research is a division of Shopzilla, Inc.

About Shopzilla, Inc.:

Shopzilla, Inc. is one of the largest and most comprehensive online shopping networks on the web. Through its leading comparison shopping sites, BizRate.com® and Shopzilla.com®, Shopzilla helps shoppers find the best value for virtually anything they want to buy from thousands of online retailers.  Based in Los Angeles, Shopzilla operates sites in the U.S., U.K., France and Germany. The company is owned by Scripps Networks Interactive, Inc. (NYSE:SNI), which include national lifestyle TV networks such as HGTV, The Food Network, Fine Living and more.

Digging In – Respondent Level Data Files

Respondent Level Data Files – aka Raw Data – aka Everything You Need and More

Bizrate offers a number of reports and tools to help you review your data – VitalMail, VitalSigns, AccuRate Reports and BizAdvisors to name a few. But all of these provide data at an aggregate level. What happens when you want to see your data at the customer level? Bizrate can help!

Bizrate collects and maintains all responses at the customer level. Respondent level data files contain all of the data collected from the surveys (buyers or abandonment) for the time period: every answer, every open text response, and all data passed to Bizrate by the retailer regarding the transaction (none of which is personally identifiable information). These data files are delivered in excel and each row represents one individual respondent.

Our standard files include all questions that Bizrate puts on every survey plus any of our free passed in data, such as order number. For retailers who qualify to receive the Buyers Survey or Abandonment Survey or both survey respondent level data files for free, these reports are delivered monthly. For all others, purchase options (standard or custom) are available.

Or retailers can customize their Respondent Level Data Files in terms of content, frequency of receipt, or both (for a fee). Your team can include all of the data we collect, or just specific information (i.e. Customer Support Questions Only), and can choose to receive the data at the desired frequency. When used in conjunction with Bizrate’s aggregated reports, this report gives the full picture of the individual experience from purchase to receipt.

Respondent level data files are often large – too large to send via email. Therefore Bizrate’s standard delivery mechanism is FTP. We create password protected FTP accounts for retailers who receive these data files from us and provide the retailer with the login information as well as notice when files are posted. The notifications are all done via email.

If you have any questions on respondent level data, then please contact us.

Press Release: Free Non-buyer Insights are finally here!

Free Non-buyer Insights are finally here!
–BizRate® Research offers a companion product to its free buyers’ surveys and reporting–

Los Angeles, CA (September 17, 2009) – BizRate® Research announces its new free non-buyer survey and reports product to help online retailers learn more about visitors’ experiences. The new product enhances the information available to online retailers for their end goal of increasing conversion and loyalty.

In response to retailer demand for greater insight into non-buyers, BizRate® created a new non-buyer survey and reports product as an added feature to enhance the suite of consumer insights tools it already offers to thousands of online retailers for free. “BizRate Research’s goal is to amplify the consumer voice such that each online retailer, and e-commerce as a whole, grows through consumer loyalty. Adding a listening post to collect the feedback of non-buyers complements the buyer point-of-sale feedback platform that BizRate has operated for over 10 years and, in doing so, offers retailers a comprehensive suite of customer satisfaction collection and measurement tools,” stated Hayley Silver, Director of Consumer Insights, BizRate Research.

This survey is easy to implement, provides rich information, and protects consumer privacy. Specifically, the non-buyer survey is designed to collect feedback from site visitors, cart abandoners and check-out abandoners. BizRate® Research also provides retailers with actionable monthly reports. When added to the widely adopted Buyers’ surveys and reports, retailers gain the “why” behind customer actions at every on-site touch point. “BizRate Research provides the most in-depth customer feedback and reporting tools for retailers – for free!” added Ms. Silver.

The non-buyer survey and reports product is currently in its beta; broader market release is scheduled for October 1, 2009. Several marquis retailers intend to integrate it in time for the 2009 Holiday season. Lucky Brand Jeans, first to launch the survey in July 2009, experienced a seamless implementation and is already beginning to reap the benefits of the new survey. “We expect those retailers with the code in their QA environments to move it to their live sites shortly,” reported Ms. Silver. “We welcome more retailers to join our program.”

References for this product, as well as our comprehensive offering, are available upon request.

About BizRate® Research:
The industry leader, BizRate Research assists retailers in listening to their customers and starts a dialogue between retailers and customers with the end goal of growing consumer loyalty to the retailer. BizRate Research provides tools and reports to over 4,500 retailers, representing approximately 18% of e-commerce*, to enlighten them about the customer experience and make them aware of the “why” in what consumers think and do. For over 10 years, BizRate’s consumer feedback and ratings platform amplifies the consumers’ voice in a way that is fast and measurable, resulting in insights, action, and consumer loyalty. For more information on our buyer and non-buyer survey and reporting products, please contact us at researchsales@bizrate.com. BizRate Research is a division of Shopzilla, Inc.
* excluding travel and services

About Shopzilla, Inc.:
Shopzilla, Inc. is one of the largest and most comprehensive online shopping networks on the web. Through our leading comparison shopping sites, BizRate.com® and Shopzilla.com®, Shopzilla helps shoppers find the best value for virtually anything they want to buy from thousands of online retailers. Based in Los Angeles, Shopzilla operates sites in the U.S., U.K., France and Germany. The company is owned by Scripps Networks Interactive, Inc. (NYSE:SNI), which include national lifestyle TV networks such as HGTV, The Food Network, Fine Living and more.

Why Can’t I Find What I Want?

If a customer cannot find what they are looking for, then they will leave a site without making a purchase and possibly never come back. This is a powerful statement, and is the reason why retailers spend so much time and money trying to perfect their search functionality.

BizRate Research ran a “Hot Topic” study in Q1 2009 to uncover how customers search for products, their mindset, and the tools they expect to be available to help them find that perfect little black dress…or television…or gift for a friend. We launched the questions across the majority of our Network of retailers.*

Check out some of the key findings:

  1. Most customers (62%) come to a site knowing exactly what they want. In categories such as Apparel, browsing is more of a factor (50% come to an Apparel site to browse).
  2. The Search Box (49%) and Menus/Tabs (47%) are the most popular search methods – make them intuitive, easy to find and ensure your algorithms produce relevant results.
  3. “Mixed Relevant and Irrelevant Results” was the top reason the Search Box was ineffective (16%), while “Produced Too Many Results” was the top reason for Menus/Tabs (26%)
  4. Make sure you have a “View All” option. Customers picked “View All Choices On One Page” as most important in helping them find what they want the next time they shop for that particular item (14%).
  5. Provide a variety of sorting and narrowing options. Customers want control; they want to be able to arrange search results in a way that makes sense to them. 62% want to control either the sorting or narrowing (or both) vs. having predetermined groups, such as “most popular” (24%).
  6. Overall, customers find Brand/Model (13%), Sale/Clearance Items (9%) and Price (9%) to be the most important attributes in locating their coveted item (outside of “View All Choices On One Page”).
  7. These top three can differ depending on your category or business. For example, if you are an Apparel retailer, especially a private labeled retailer, then looking for products by Sale/Clearance Items (14%), Size (11%) and In-Stock and Available (10%) are most important for your customers. For Office Supplies retailers, Brand/Model (18%), Item/Catalog No. (12%) and Price (12%) are most important.

I’ll be posting results from some of our other “Hot Topic” studies, so please stay tuned! If you are interested in learning more about the “Hot Topic” program, then please contact us. We welcome suggestions for future topics – leave a comment with your ideas!

*For this “Hot Topic” study, 107,224 consumers submitted responses Network-wide; 32,452 of which were Apparel purchases and 20,401 of which were Office Supplies purchases. Survey responses were collected from January 27 – April 15, 2009.