The COVID-19 pandemic has limited personal interactions, but that hasn’t stopped consumers from saying it with flowers. And, according to the J.D. Power 2021 Online Flower Satisfaction Report, consumers remain satisfied with online florists’ offerings.
The study pegged overall satisfaction at 828 (on a 1,000-point scale), down from 831 in 2020, decreasing slightly for a second consecutive year.
In order to break away from the downward trend of overall satisfaction, online flower retailers must focus on competitive pricing, which is the lowest-scoring factor in this year’s study, the research organization said.
This year’s study found Proflowers.com once again first in customer satisfaction with an overall score of 840. FTD.com was second at 831.
The 2021 Online Flower Retailer Satisfaction Report is based on responses from 1,044 customers who made an online purchase from an online flower retailer in the past 12 months. The report was fielded in January-February 2021.
Consumer Education Council Newsletter
Join the newsletter to receive the latest updates in your inbox.