News
Tactics
Views
Readers of our blog (www.catalog-biz.
blogspot.com) will already know how we
feel about the email marketing efforts of
Pets at Home
pet supplies merchants (not favourably).
Best-looking website
But how do we rate their service overall?
An easy URL to remember
Since February we’ve been doing a spot
Free standard delivery on orders of £50
of—unoffi cial—mystery shopping. Here
or more
are the results.
Pricey compared with the others
Special offers are sometimes confusing to
understand (do we need to add the free
product to our basket, or is it automatically
added after checkout?)
Cost of Eukanuba Puppy and Junior Large
Breed 15kg = £48.93 + £4.95 delivery
Zooplus
PetPlanet
Good use of loyalty
Very speedy delivery—standard delivery is schemes—in-house
two days and iPoints
Free delivery on orders of £29 or more Free delivery on
Huge range orders of £29 or more
Regular special offers
Website has so much content that it looks and free gifts
cluttered. Design is outdated, could do with
a refresh Delivers from Germany, so less environmentally friendly than ordering
Does not own .com domain name; when typed from a UK supplier
in .com was returned to search engine As products are shipped from the Continent, packaging differs from
that of the UK and is written primarily in German
Cost of Eukanuba Puppy and Junior Large Breed
15kg = £49.99 + free delivery + free backpack Cost of Eukanuba Puppy and Junior Large Breed 15kg = £40.90
+ free delivery
Pet Supermarket
Customers receive a 5-percent discount for life
Huge range
Pet Supermarket owns only the .co.uk domain name, so when we
accidentally typed .com we were taken to a link farm
Delivery is too slow—customers are required to wait four or fi ve days for
goods to be received by standard delivery. Delivery price increases by
weight of order, which discourages add-on sales

Cost of Eukanuba Puppy and Junior Large Breed 15kg = £37.99 + £5.00
delivery (5-percent discount applied)
Prices correct as of 5th May
ceb 170.indd 35 26/10/09 19:20:39
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