E-Commerce Fulfillment For Holiday Shopping Online -- Results Measured by Bizmetric
(EMAILWIRE.COM, December 21, 2000 ) Bizmetric is measuring and reporting on fulfillment of orders placed by online shoppers during the holiday season, the first week's results of which we're announcing tomorrow in the release below. Bizmetric is providing the first quantifiable indication of fulfillment for this year's online holiday shopping season, with the debut of the industry's first automated fulfillment measurement service.
With these results Bizmetric is launching the first automated method to track fulfillment of online orders, from the moment a customer places an order on the site to the time it is fulfilled, whether the order is for physical product, services, information or a response from customer service. Bizmetric’s automated, outsourced Transaction Tracking Service™ measures, analyzes, benchmarks and compares transaction fulfillment performance for e-commerce companies, providing “Click-to-Finish™” metrics including time to acknowledge, time to deliver, time to receive, back-end order processing and shipment time. The service enables e-commerce companies to manage and improve transaction fulfillment, with the knowledge of the actual experience of their customers, as well as their competitors’ customers.
Fulfillment was a highly visible issue last year, with the FTC fining several online retailers this year for failing to deliver products as promised or notify customers of shipping delays during the 1999 holiday season. In November, the FTC sent notices to 100 online businesses cautioning them not to get carried away with promises of fast deliveries during the upcoming holiday shopping season.
The results Bizmetric is reporting are based on the receipt so far of 34 trackable orders among those placed on major e-commerce Web sites the week of November 27 - December 3. These orders were received during the week of December 6. Bizmetric is currently tabulating orders placed the following week, which would have been received last week. Bizmetric will continue to track receipt of additional orders placed in subsequent weeks up until Christmas, so the pool of data points upon which it bases its results will grow, and we'll be able to provide a wider range of observations from the developing database. We'll be updating results over the next few weeks.
To summarize the results for orders placed the week of November 27 - December 3 (please see the release below for complete results and details):
BizMetric Fulfillment Index (Time to Receipt) = 4 days, 8 hours and 46 minutes
Observations about shippers:
- USPS Priority Mail with tracking appears to be the preferred shipping method among merchants and shoppers, with 40% of the orders sent by USPS Priority Mail with its new tracking service.
- 13% were sent UPS Ground
Fulfillment results by eTailer (see the release for results on the top 8 sites):
Outpost.com 2 days, 10 hours
REI.com 3 days, 3 hours
Walmart.com 3 days, 13 hours
Fullfillment Time (Time to Receipt) is a measure of the average time it took for all orders tracked to be received, dependent on the shipping method selected by the user (or the automatic shipping method used by the Web site). It does not necessarily indicate whether orders were received 'in time'.
Bizmetric has some charts and graphs available illustrating these results, which I would be happy to forward you upon request.
Regards,
Mary Lindsay
Lindsay PR, for BizMetric
408/984-7242
mary@lindsaypr.com
* * *
PRESS RELEASE - For Immediate Release
E-Commerce Order Fulfillment For the Holidays Reported By Bizmetric: Fastest Fulfillment Measured From Outpost.com
San Francisco, Calif., December 21, 2000 – Bizmetric today announced the first e-commerce order fulfillment results based on an automated process, with initial results for the 2000 online holiday shopping season. The average fulfillment time among the sites measured, from the moment shoppers placed their orders online during the week of November 27 to actual receipt of delivery, was 4 days, 8 hours and 46 minutes. Outpost.com had the fastest fulfillment time measured of two days, 10 hours and 8 minutes.
Bizmetric is providing the industry’s first quantifiable fulfillment data, based on this year's online holiday shopping season. In addition to reporting fulfillment results on orders placed from leading e-commerce Web sites, Bizmetric has also gleaned from its database of results new insights into preferred shipping methods among shoppers and Web sites. For example, Bizmetric’s data indicates that when shoppers chose standard shipping for their orders, the Web sites used Priority Mail from the US Postal Service to ship 55% of e-commerce orders measured: 40% of orders measured were sent using USPS Priority Mail with its new delivery confirmation tracking service and 15% were shipped without delivery confirmation. 19% of all orders measured were sent UPS Ground or UPS 3-Day.
“Fulfillment of online orders has been a critical issue for customer quality of experience, and up until now there has been no effective, easily quantifiable way to track fulfillment from click to finish,” said Vik Chaudhary, CEO of Bizmetric. “Bizmetric’s data provides the industry with the first automated, third-party metrics indicating the state of online fulfillment, from back-end order processing to shipping time. The data we are gathering now will serve as comparative benchmarks for e-commerce fulfillment - it’s success or failure.”
Online fulfillment during the 1999 holiday season was such a problem that the FTC fined several online retailers this year for failing to deliver products as promised or notify customers of shipping delays. In November, the FTC sent notices to 100 online businesses cautioning them not to get carried away with promises of fast deliveries during the upcoming holiday shopping season, as regulated by the Federal Mail or Telephone Order Merchandise Rule. E-commerce businesses lost an estimated $14 Billion last year from unsatisfied customers who were only one click away from the competition: McKinsey reports $11 Billion lost because of product fulfillment errors and Datamonitor says $3.2 Billion was lost due to poor online customer service.
Bizmetric’s Holiday 2000 E-Commerce Fulfillment Report debuts the company’s Transaction Tracking Service™, the industry’s first automated, outsourced method to track fulfillment of online transactions, from the moment a customer places an order on a site to the time it is fulfilled, whether the order is for physical product, services, information or a response from customer service. Bizmetric’s Transaction Tracking Service measures, analyzes, benchmarks and compares transaction fulfillment performance for e-commerce companies, providing “Click-to-Finish™” metrics including time to acknowledge, time to deliver, time to receive, back-end order processing and shipment time. The service enables e-commerce companies to manage and improve transaction fulfillment, with the knowledge of what their customers actually experience, as well as their competitors’ customers.
Following are the first week’s results by e-Tailer for Bizmetric’s 2000 E-Commerce Fulfillment Report:
Bizmetric Holiday 2000 E-Commerce Fulfillment Report, by e-Tailer
Based on orders placed 11/27 – 12/3/2000
Site // Fulfillment Time*
Outpost.com: 2 days, 10 hours, 8 minutes, 2 seconds
REI.com: 3 days, 3 hours, 49 minutes, 43 seconds
Walmart.com: 3 days, 13 hours, 47 minutes, 55 seconds
800.com: 5 days, 13 hours, 10 minutes, 53 seconds
Amazon.com: 5 days, 15 hours, 13 minutes, 44 seconds
eToys.com: 5 days, 17 hours, 20 minutes, 31 seconds
Smarterkids.com: 5 days, 17 hours, 25 minutes, 43 seconds
Barnesandnoble.com: 6 days, 11 hours, 41 minutes, 27 seconds
Overall: 4 days, 8 hours, 46 minutes, 32 seconds
Source: Bizmetric.com, "Tracking E-commerce Transactions From Click-to-Finish (tm).”
*Fulfillment Time is a quantifiable, automated measurement from the moment a customer places an order on a Web site to the time it is physically delivered. It is based on orders placed using standard shipping, and includes possible courier delays.
Following are the first week’s results of orders by courier for Bizmetric’s 2000 E-Commerce Fulfillment Report:
Bizmetric Holiday 2000 E-Commerce Fulfillment Report – Selected Couriers
Based on orders placed 11/27 – 12/3/2000
Shipper // % of Orders Shipped
USPS Priority with tracking: 40%
First Class Mail: 17%
USPS Priority without tracking: 15%
UPS Ground: 13%
Airborne: 9%
UPS 3-Day: 6%
Source: Bizmetric.com, "Tracking E-commerce Transactions From Click-to-Finish (tm).”
About Bizmetric’s Fulfillment Results
The results reported in Bizmetric’s Holiday 2000 E-Commerce Fulfillment Report are based on the receipt of 34 trackable orders among those placed on major e-commerce Web sites the week of November 27 - December 3 (the week following Thanksgiving). Bizmetric will update the report based on analysis of additional orders in subsequent weeks up until Christmas, with orders placed on the sites listed here as well as additional sites. Fulfillment Time (Time to Receipt) reported is the average time it took for all orders tracked to be received and is a metric of the experience of online shoppers. It includes the back-end time for the site to acknowledge and process the order as well as the time to ship incurred by the shipper. Shipment time is dependent on the shipping method selected by the user or the automatic shipping method used by the Web site. Results do not currently indicate whether orders were received 'in time' as requested by the customer.
About Bizmetric, Inc.
Bizmetric, Inc. provides hosted Internet services that measure, analyze, benchmark and compare transaction fulfillment performance for e-commerce companies. Bizmetric’s automated, outsourced Transaction Tracking Service™ enables e-commerce companies to manage and improve transaction fulfillment with the knowledge of what their customers actually experience, as well as their competitors’ customers.
Bizmetric measures the time of order on the Web site, time to acknowledge, time to ship and time to receive, from the moment a customer places an order on the site to the time it is fulfilled, whether the order is for physical product, services, information or a response from customer service. Bizmetric empowers management with real-time reports on how efficiently they execute commerce, customer service and pre-sales-related transactions, including detailed comparisons against competitors.
Bizmetric is a privately held company, based at 1096 So. Van Ness Ave, San Francisco, CA 94110; phone 415/920-3920; email: info@bizmetric.com; Web site at www.bizmetric.com.
# # #
Transaction Tracking Service and "Tracking E-commerce Transactions from Click-to-Finish" are trademarks of Bizmetric, Inc. Other trademarks are the property of their respective owners.
PRESS CONTACTS:
Mary Lindsay
Lindsay PR
408/984-7242
mary@lindsaypr.com
Frank DeFilippis
Vice President, Business Development
Bizmetric, Inc.
frank@bizmetric.com
With these results Bizmetric is launching the first automated method to track fulfillment of online orders, from the moment a customer places an order on the site to the time it is fulfilled, whether the order is for physical product, services, information or a response from customer service. Bizmetric’s automated, outsourced Transaction Tracking Service™ measures, analyzes, benchmarks and compares transaction fulfillment performance for e-commerce companies, providing “Click-to-Finish™” metrics including time to acknowledge, time to deliver, time to receive, back-end order processing and shipment time. The service enables e-commerce companies to manage and improve transaction fulfillment, with the knowledge of the actual experience of their customers, as well as their competitors’ customers.
Fulfillment was a highly visible issue last year, with the FTC fining several online retailers this year for failing to deliver products as promised or notify customers of shipping delays during the 1999 holiday season. In November, the FTC sent notices to 100 online businesses cautioning them not to get carried away with promises of fast deliveries during the upcoming holiday shopping season.
The results Bizmetric is reporting are based on the receipt so far of 34 trackable orders among those placed on major e-commerce Web sites the week of November 27 - December 3. These orders were received during the week of December 6. Bizmetric is currently tabulating orders placed the following week, which would have been received last week. Bizmetric will continue to track receipt of additional orders placed in subsequent weeks up until Christmas, so the pool of data points upon which it bases its results will grow, and we'll be able to provide a wider range of observations from the developing database. We'll be updating results over the next few weeks.
To summarize the results for orders placed the week of November 27 - December 3 (please see the release below for complete results and details):
BizMetric Fulfillment Index (Time to Receipt) = 4 days, 8 hours and 46 minutes
Observations about shippers:
- USPS Priority Mail with tracking appears to be the preferred shipping method among merchants and shoppers, with 40% of the orders sent by USPS Priority Mail with its new tracking service.
- 13% were sent UPS Ground
Fulfillment results by eTailer (see the release for results on the top 8 sites):
Outpost.com 2 days, 10 hours
REI.com 3 days, 3 hours
Walmart.com 3 days, 13 hours
Fullfillment Time (Time to Receipt) is a measure of the average time it took for all orders tracked to be received, dependent on the shipping method selected by the user (or the automatic shipping method used by the Web site). It does not necessarily indicate whether orders were received 'in time'.
Bizmetric has some charts and graphs available illustrating these results, which I would be happy to forward you upon request.
Regards,
Mary Lindsay
Lindsay PR, for BizMetric
408/984-7242
mary@lindsaypr.com
* * *
PRESS RELEASE - For Immediate Release
E-Commerce Order Fulfillment For the Holidays Reported By Bizmetric: Fastest Fulfillment Measured From Outpost.com
San Francisco, Calif., December 21, 2000 – Bizmetric today announced the first e-commerce order fulfillment results based on an automated process, with initial results for the 2000 online holiday shopping season. The average fulfillment time among the sites measured, from the moment shoppers placed their orders online during the week of November 27 to actual receipt of delivery, was 4 days, 8 hours and 46 minutes. Outpost.com had the fastest fulfillment time measured of two days, 10 hours and 8 minutes.
Bizmetric is providing the industry’s first quantifiable fulfillment data, based on this year's online holiday shopping season. In addition to reporting fulfillment results on orders placed from leading e-commerce Web sites, Bizmetric has also gleaned from its database of results new insights into preferred shipping methods among shoppers and Web sites. For example, Bizmetric’s data indicates that when shoppers chose standard shipping for their orders, the Web sites used Priority Mail from the US Postal Service to ship 55% of e-commerce orders measured: 40% of orders measured were sent using USPS Priority Mail with its new delivery confirmation tracking service and 15% were shipped without delivery confirmation. 19% of all orders measured were sent UPS Ground or UPS 3-Day.
“Fulfillment of online orders has been a critical issue for customer quality of experience, and up until now there has been no effective, easily quantifiable way to track fulfillment from click to finish,” said Vik Chaudhary, CEO of Bizmetric. “Bizmetric’s data provides the industry with the first automated, third-party metrics indicating the state of online fulfillment, from back-end order processing to shipping time. The data we are gathering now will serve as comparative benchmarks for e-commerce fulfillment - it’s success or failure.”
Online fulfillment during the 1999 holiday season was such a problem that the FTC fined several online retailers this year for failing to deliver products as promised or notify customers of shipping delays. In November, the FTC sent notices to 100 online businesses cautioning them not to get carried away with promises of fast deliveries during the upcoming holiday shopping season, as regulated by the Federal Mail or Telephone Order Merchandise Rule. E-commerce businesses lost an estimated $14 Billion last year from unsatisfied customers who were only one click away from the competition: McKinsey reports $11 Billion lost because of product fulfillment errors and Datamonitor says $3.2 Billion was lost due to poor online customer service.
Bizmetric’s Holiday 2000 E-Commerce Fulfillment Report debuts the company’s Transaction Tracking Service™, the industry’s first automated, outsourced method to track fulfillment of online transactions, from the moment a customer places an order on a site to the time it is fulfilled, whether the order is for physical product, services, information or a response from customer service. Bizmetric’s Transaction Tracking Service measures, analyzes, benchmarks and compares transaction fulfillment performance for e-commerce companies, providing “Click-to-Finish™” metrics including time to acknowledge, time to deliver, time to receive, back-end order processing and shipment time. The service enables e-commerce companies to manage and improve transaction fulfillment, with the knowledge of what their customers actually experience, as well as their competitors’ customers.
Following are the first week’s results by e-Tailer for Bizmetric’s 2000 E-Commerce Fulfillment Report:
Bizmetric Holiday 2000 E-Commerce Fulfillment Report, by e-Tailer
Based on orders placed 11/27 – 12/3/2000
Site // Fulfillment Time*
Outpost.com: 2 days, 10 hours, 8 minutes, 2 seconds
REI.com: 3 days, 3 hours, 49 minutes, 43 seconds
Walmart.com: 3 days, 13 hours, 47 minutes, 55 seconds
800.com: 5 days, 13 hours, 10 minutes, 53 seconds
Amazon.com: 5 days, 15 hours, 13 minutes, 44 seconds
eToys.com: 5 days, 17 hours, 20 minutes, 31 seconds
Smarterkids.com: 5 days, 17 hours, 25 minutes, 43 seconds
Barnesandnoble.com: 6 days, 11 hours, 41 minutes, 27 seconds
Overall: 4 days, 8 hours, 46 minutes, 32 seconds
Source: Bizmetric.com, "Tracking E-commerce Transactions From Click-to-Finish (tm).”
*Fulfillment Time is a quantifiable, automated measurement from the moment a customer places an order on a Web site to the time it is physically delivered. It is based on orders placed using standard shipping, and includes possible courier delays.
Following are the first week’s results of orders by courier for Bizmetric’s 2000 E-Commerce Fulfillment Report:
Bizmetric Holiday 2000 E-Commerce Fulfillment Report – Selected Couriers
Based on orders placed 11/27 – 12/3/2000
Shipper // % of Orders Shipped
USPS Priority with tracking: 40%
First Class Mail: 17%
USPS Priority without tracking: 15%
UPS Ground: 13%
Airborne: 9%
UPS 3-Day: 6%
Source: Bizmetric.com, "Tracking E-commerce Transactions From Click-to-Finish (tm).”
About Bizmetric’s Fulfillment Results
The results reported in Bizmetric’s Holiday 2000 E-Commerce Fulfillment Report are based on the receipt of 34 trackable orders among those placed on major e-commerce Web sites the week of November 27 - December 3 (the week following Thanksgiving). Bizmetric will update the report based on analysis of additional orders in subsequent weeks up until Christmas, with orders placed on the sites listed here as well as additional sites. Fulfillment Time (Time to Receipt) reported is the average time it took for all orders tracked to be received and is a metric of the experience of online shoppers. It includes the back-end time for the site to acknowledge and process the order as well as the time to ship incurred by the shipper. Shipment time is dependent on the shipping method selected by the user or the automatic shipping method used by the Web site. Results do not currently indicate whether orders were received 'in time' as requested by the customer.
About Bizmetric, Inc.
Bizmetric, Inc. provides hosted Internet services that measure, analyze, benchmark and compare transaction fulfillment performance for e-commerce companies. Bizmetric’s automated, outsourced Transaction Tracking Service™ enables e-commerce companies to manage and improve transaction fulfillment with the knowledge of what their customers actually experience, as well as their competitors’ customers.
Bizmetric measures the time of order on the Web site, time to acknowledge, time to ship and time to receive, from the moment a customer places an order on the site to the time it is fulfilled, whether the order is for physical product, services, information or a response from customer service. Bizmetric empowers management with real-time reports on how efficiently they execute commerce, customer service and pre-sales-related transactions, including detailed comparisons against competitors.
Bizmetric is a privately held company, based at 1096 So. Van Ness Ave, San Francisco, CA 94110; phone 415/920-3920; email: info@bizmetric.com; Web site at www.bizmetric.com.
# # #
Transaction Tracking Service and "Tracking E-commerce Transactions from Click-to-Finish" are trademarks of Bizmetric, Inc. Other trademarks are the property of their respective owners.
PRESS CONTACTS:
Mary Lindsay
Lindsay PR
408/984-7242
mary@lindsaypr.com
Frank DeFilippis
Vice President, Business Development
Bizmetric, Inc.
frank@bizmetric.com
Contact Information:
Bizmetric, Inc.
Joseph Nchor
Tel:
Email us
This is a press release. Press release distribution and press release services by EmailWire.Com: http://www.emailwire.com/us-press-release-distribution.php.
Bizmetric, Inc.
Joseph Nchor
Tel:
Email us
This is a press release. Press release distribution and press release services by EmailWire.Com: http://www.emailwire.com/us-press-release-distribution.php.
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