Nov, 2017     

RedSeer Etailing Leadership Index (ELI) Q3-2017



Etailing Leadership Index (ELI) for the July-Sep quarter. The index is a view on how customers perceive the e-tailing platform and do not represent the market share dynamics.


Key takeaways from ELI Q3-2017:

 

1) Flipkart nudged slightly ahead of Amazon on the Etailing Leadership Index (ELI) on 'Most Trusted Brand' in Q3-2017. Both players suffered on the scoring due to a decrease in satisfaction in consumer experience post-delivery.

2) Since Q3-2017 was a sale quarter for the industry, high order volumes led to issues in delivery and returns for customers.

3) Shopclues suffered the most this quarter due to operational issues which led to increased delivery times and poor experience on customer support and returns

 

At an industry level, NPS score improved to 23% from 20% in Q2 CY17 – because of the sale and cashbacks provided by various players this quarter.

 

Flipkart Amazon performance comparison Q3-2017

Performance Analysis

 

Income wise customer favorability Flipkart Amazon Q3-2017

Income slabs defined

 

About ELI – With 4500reach-outs every quarter, ELI is one of the most accurate and comprehensive assessments of e-tailer performance in the Indian customer’s mind. The index measures 30+ customer experience parameters measured on three pillars:

     1) Most Trusted Brand

     2) Best Value

     3) Great Buying Experience


Livemint: Flipkart, Amazon neck and neck on RedSeer's e-commerce index

Bloomberg: Flipkart Most Trusted But Amazon Offers Better Experience, Survey Finds


Download the complete report below.

<<Quarter 2 – 2017