Online Service guarantees and promises

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These can be made for a range of aspects:
Ø   Information accuracy (product specifications, price, availability and delivery times) must all be accurate. How many customers did the retailer (who mistakenly offered television sets for sale at £2.99) lose when it informed customers who had placed orders that it would not honour the order?
Ø  Online Inquiries and Email response. How long will you take to respond for different sorts of Inquiries?
Ø  Security guarantees. What happens if security is compromised?
Ø  Delivery guarantees. What happens if delivery is late?
Ø  Return guarantees. What happens if the product is unsuitable?
Ø  Price promises. If you are offering the best prices, this should not be an empty
promise. If a company uses an attack e-tailing approach then frequent comparison with competitors’ prices and real-time adjustment to match or better them is required. This approach is important on the Internet because of the transparency of pricing and availability of information made possible through shopping comparison sites such as Kelkoo. As customers increasingly use these facilities then it is important that price positioning is favourable.
Service promises can also be formalized in a service level agreement (SLA). If a business purchases a hosting service from an Internet service provider, its obligations
and what it will do if they are not met will be clearly laid out in a service level agreement.




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