Overall quality of the company

Pricing of products and services

Is committed to quality products and services

Is easy to do business with

Is consumer focused

Is trustworthy

Likelihood of customers making future purchases

Likelihood of customer recommendations

Overall quality of ordering process

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

Ease of ordering online

Ease of checking order status

Being updated on the exact date the delivery was sent

Ease of checking delivery status

Overall customer service

Customer service being easy to reach

Customer service being knowledgeable

Customer service making decisions on their own

Customer service being trustworthy

Customer service resolving problems

Overall web site

Speed of web site

Web site being easy to use

Web site reliability