Predpovedať, akú dlhú dobu bude ten-ktorý výrobok fungovať, dnes často nedokážu ani odborné testy, ani nákupní poradcovia či spotrebitelia píšuci recenzie. Aj z tohto dôvodu začala Alza.sk pri predávaných tovaroch uvádzať údaj o ich spoľahlivosti, ktorý vychádza z celkového počtu reálnych reklamácií.
„Výrobok, ktorý vykazuje menej ako 2 % nespokojných zákazníkov označujeme ako spoľahlivý. Naopak, tovar s viac ako 10 % nespokojných zákazníkov označujeme ako nespoľahlivý, čo nás vedie k jeho postupnému vyradeniu z predaja," vysvetľuje Martin Lakomý, riaditeľ oddelenia starostlivosti o zákazníkov Alza.sk.
„Ročne predáme stovky až tisícky kusov jedného typu produktu, čo znamená, že o kvalite výrobkov vieme takmer všetko. Aj preto chceme byť prví, kto informuje zákazníkov o prípadnej zvýšenej poruchovosti konkrétneho tovaru, respektíve o jeho vysokej spoľahlivosti," dodáva M. Lakomý.
Medzi najmenej poruchové tovary patrí podľa štatistík Alza.sk biela technika, domáce spotrebiče a spotrebiče z kategórie starostlivosti o telo. Naopak, medzi najviac poruchové sa radí elektronika používaná na dennej báze, ako napríklad telefóny, tablety a notebooky.
Hoci označovanie výrobkov z hľadiska spoľahlivosti zaviedla Alza.sk len nedávno, už dnes sa podľa tejto štatistiky rozhoduje približne 10 % všetkých zákazníkov.
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