Overall quality of the company

Value the company offers

Is committed to quality products and services

Is trustworthy

Is consumer focused

Is easy to do business with

Likelihood of customers making future purchases

Likelihood of customer recommendations

Overall quality of ordering process

Ease of checking order status

Ease of ordering online

Ability to determine if a product was in-stock real time

Overall product shipping and delivery process

Ease of checking delivery status

Delivering products on-time

Delivering products damage free

Being updated on the exact date the delivery was sent

Overall technical support

Being trustworthy

Resolving problems

Being easy to reach

Making decisions on their own

Being knowledgeable

Overall customer service

Customer service being knowledgeable

Customer service resolving problems

Customer service being easy to reach

Customer service being trustworthy

Customer service making decisions on their own

Product Returns/Refunds/Exchanges

Overall web site

Web site being easy to use

Speed of web site

Web site reliability