It’s hard to find a truly customer centric company in this day and age. Most of the companies are in the race to be the most profitable with the maximum sales revenue while neglecting the most important aspect which is the customers. QnE, a project of Premier Agencies, is a recent entrant in the ecommerce industry of Pakistan. It has a unique mission of being a customer oriented ecommerce platform that aims to take care of shopping needs and simplify the lives for all customers. Finally, a company is focusing on the correct area of business.
Customers in today’s day and age are fully aware and can shape or destroy the company’s image by a single social media post. Companies like Zappos have turned into billion dollar businesses just by focusing on improving the customer shopping experience. The best part is that the QnE team realizes the importance of the customers and is working towards simplifying their lives and offering a convenient shopping experience.
The entire product range comprising of 700 products are displayed on the web portal. The web portal shows clear images of all products and all stock keeping units (skus) in order for consumers to see the product they are ordering. According to the QnE team, there are certain consumers who want to see and feel the product they are purchasing. By working on clearly showing each product individually, the QnE team has shown that it is ready to go the extra mile to ensure customer satisfaction.
The portal differs when it comes to quality customer service, in order to ensure accurate and timely deliveries; QnE has their own supply chain mechanism which begins with the acquisition of the product till the delivery to the customer. QnE has their own warehouse and stores all products in their state of the art facility in the city center. Unlike other ecommerce portals which actually purchase the product once the order is received from the consumer, QnE only displays the products that are actually available at their warehouse. The overall mechanism is built to ensure the quality is not compromised at any stage of the process.
Unlike any other Ecommerce portal, QnE also offers specific time slots for each area they operate in across Karachi. Each timeslot is of 3 hours and the customers have the freedom of selecting their most preferred timeslot. Moreover, QnE is also offering same day delivery to customers living in Defence, Clifton, PECHS and society zone if the order is placed before 12pm. This shows their enthusiasm in offering the best service to customers.
[junkie-alert style=”white”] The website is very simple and user friendly. Order placement process is very simple, it is just that the first order is a little time consuming.[/junkie-alert] But it’s worth the effort as once an order is ready and placed, all the products ordered are actually saved in the my favorites tab so one doesn’t need to go through the hassle of looking for products again. If you have missed or forgotten a product, you don’t have to worry as you have the option of modifying your order even after the order is placed but before it has been confirmed by the customer service department of QnE.
The web portal also allows real time tracking of orders to the customers. Whether an order is placed as a guest or a member, the information needed for order tracking is the unique order number and the email ID used for the order placement. The QnE team also keeps the customer updated with regards to the order status at every point across the order cycle to ensure excellent customer service. QnE also has a flexible return policy, if a customer doesn’t like a product, the product can be returned easily and no questions will be asked. Currently, QnE is offering cash on delivery but soon will add the option of MPOS (HBL), the option of payment through card upon delivery.
QnE has a unique loyalty system that is extremely beneficial for the customers. Each customer gets 25 QnE points on becoming a member. Each point is worth Rs1 and can be used any time to get a discount on the total invoice amount. Points can also be earned by purchasing grocery from QnE. Upon purchase of Rs 100 worth grocery a customer will be rewarded with 1 QnE point which can be used at any time. To top it all off, QnE also has a friend referral system in which anyone who refers QnE to their friends will be rewarded with 25 QnE points if his friend purchases from QnE.
It is great to see a local entrant that aims to revolutionize the industry by its unique philosophy of serving the customers in the best way possible. For ecommerce portals to be successful, it is extremely important for them to have satisfied customers. I have my eyes on QnE and I am sure many others do too. For now I can say QnE is on the right track and it will be very interesting to see what it can achieve over the next few years.
