Google launches Trusted Stores programme
Company to put seal of approval on participating e-commerce websites
TechLife | 08 Jun 2012 :
Google launched a Trusted Stores programme on Thursday that will provide online shoppers with customer satisfaction scores for participating merchants, according to a company blog post
Google will serve a Trusted Store badge on those e-commerce sites that ship orders reliably and offer "excellent" customer service, the company said. When a user hovers over the badge on the website, he or she will see Google's metrics on the merchant's performance.
The programme will let users know "they're shopping with a reputable retailer and they can feel confident making an informed purchase," the company said.
Sales of illegal items, pornography and other types of products, including "unsubstantiated cures, remedies, or other products marketed as quick health fixes," are barred from the programme.
The company will generate metrics using a combination of data that merchants share about their shipments and user feedback gathered when and if customers seek Google's help with an order from a Trusted Stores merchant. Before a company can participate in the programme, Google will monitor its shipping and customer service for 28 days.
In addition to providing the badge, Google will mediate between the Trusted Stores and their customers. Users buying from Trusted Stores can opt to get up to $1,000 in purchase protection from the Internet giant for eligible transactions. If consumers have a problem with an order, Google said it would "work with the merchant and customer to address the issue."
Google began testing the programme last autumn and said it now includes 50 online merchants, including O.co, Wayfair and Timbuk2. The programme has handled more than 10 million orders, according to Google.
Google is advertising that participation in the programme brings merchants more business. For example, it says Timbuk2, a San Francisco company that sells trendy backpacks and messenger bags, improved conversion rates by 2.9% and saw average order size increase slightly.
Last week, Google announced that by the end of the year, its product search results, listed under 'Shopping', will be limited to paid advertising. It said this would lead to "better shopping results for users" and "higher quality traffic for merchants".
IDG News Service