Google has signed a new partnership with online ratings service STELLAService as it increases its focus on e-commerce. New York-based STELLAService uses customer feedback, as well as performance analytics, to monitor a range of elements regarding online retailers’ customer service standards such as the percentage of deliveries that arrive on time and packaging quality. Google is paying to licence the service’s data to allow users to view the information and help them choose the most reliable merchant. Initially, Google will use the service to power its ‘Trusted Store’ scheme, which highlights the most reliable retailers to consumers searching for deals. But it says it may seek to integrate the company’s service into more of its shopping products in the future.
The partnership comes as Google seeks to compete with e-commerce heavyweights like Amazon and eBay, which many consumers use as their first port of call when searching for products online. Google wants to change that by enhancing the site’s shopping experience in the hope that shoppers will use the search engine first when looking for the best deals online. STELLAService has raised USD22m to date from investors Norwest Venture Partners, DFJ Gotham Ventures and RRE Ventures.
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