I am doing a survey for Old Navy and The Gap?

on thier web sites,


How is the customer service provided on this sites?


What is the target market for this sites?


Do you feel that refrences groups influence the buying behavior of shoppers at these sites?

I am doing a survey for Old Navy and The Gap?
Customer service is a big part of Gap Inc's online sites. The company refers to all of their brand websites (Gap.com, Old Navy.com, Banana Republic.com) as "Gap Inc Direct".





The websites offer as much information as possible, leaving little opportunity for unanswered questions that an online user might have. The main areas of customer service on the website are: explanation of shipping costs and methods, how to go about returns/exchanges, store locator, size charts, and accessing personal account information (for placing orders or checking your credit card statement). Links are provided on the websites for contact information - by mail, email, or phone # in case there are any problems placing an order, or if a customer has a question about the merchandise.





The target market for the websites is probably the same target market for the stores. However, older people may not be familiar with, or may not be trusting of purchasing items online (for technology reasons, or for security reasons). I can't say for sure what the actual target markets are, but a good estimate would be: Old Navy: females age 15-30, males age 18-30. Of the female group, there are probably a lot of mothers with young children that do online shopping. For the Gap: males %26amp; females age 18-40. (these are my educated guesses).





I'm not sure I understand the wording of your third question. But if you are asking that if someone refers someone else to shop on the website, does it influence buying behavior, then the answer is yes. For people that are hesitant to shop online (for whatever reason) but they know someone who has done it before and the experience was pleasant, then it may have an influence on that person to try online shopping.