DATE: April 1, 2010
To: Ann Gala
From: Erica Yogo
Subject: Lacuna and Ambience Comparison
This is the report about our two top competitors and what they offer. This will discuss the speed, convenience, privacy, customer service, design, and promotions that both Lacuna and Ambience display for their customers. This report will help decipher which website is the best for customer use.
Speed: Fast and Slow
The home pages of the two websites vary which can affect the customers thoughts about the products or website. Lacuna has the average speed of 10 seconds for his home page to load. Ambience has the average speed of 16 seconds for its home page to load. The ordering process is slow and not organized well. Ambience’s site is time consuming for finding items and waiting for pictures to load.
Convenience: Positives and Drawbacks
Each of the websites offer a different typed of convenience to its shoppers. Lacuna offers an organized way to find the correct size, fit, care instructions, and a variety of sizes for its products. Returns are free of charge and can be sent back through mail or in store locations. There is no way on this website to look up an item number because you can only view the products as images or lists. Ambience has a feature that allows you to search for products by item numbers. Their site has care instructions and also a wide variety of sizes. Ambience will not accept Web items as returns for their store locations.
Privacy: Security and Coverage
Both of the websites have a secure site that uses Secure Sockets Layer technology for customer privacy and security when making purchases. When you make a purchase over $50 Lacuna and Ambience supply free coverage. Ambience goes a step further by promoting themselves as a VeriSign secure website.
Customer Service: Additional Services Offered.
With Lacuna you can contact customer service through e-mail or a toll-free line. Research has proven that Lacuna has friendly and helpful customer service reps that are polite and knowledgeable. Both of the sites offer extra services such as gift wrapping, delivery, and shopping on the phone. Ambience also provides e-mail and toll-free services for their customers. Long waiting is a common drawback for Ambiences customer service.
Lacuna has a user friendly website that is designed in an organized manner so that it is easy to navigate. Categories make it easier to find what you are looking for on this site. For those with a slower Internet connection you can view their products in a list format. The homepage for Ambience is confusing for new customers. When navigating from the homepage the site gets simpler with easier categories to choose from. You can only view images on this site as pictures and not in a list format.
The promotions for each sites were different. Lacuna promotes while using an “All Year-Long Sale” which is available to everyone. Also you can sign up as a customer to receive e-mails about promotions twice month. Free shipping is not offered all the time. Ambience has a new promotion each week on its website. Customers can receive e-mails for promotions that can offer free shipping and a discount percentage.
After looking at all of the outcomes each website has its own pros and cons. Efficiency and organization that is clear for most customers, they would prefer Lacuna instead of choosing Ambience. Both Websites are secure and provide customers with that aspect but other than they are very different. They are different for providing easy access for customers.
Lacuna is the all around choice customers to use. Lacuna is fast, organized in a clear manner, and has an optional sign up for promotions through e-mail. The reason that Ambience is not chosen over Lacuna is because it takes way to long to load the home page and is not customer friendly with its organization of products. The one nice feature the website Ambience has is that it allows you to search by item number so that you can find a product easier without searching for it. I recommend Lacuna to use rather than Ambience.