Ever wondered what the biggest causes of customer unhappiness are? As the Christmas rush draws nearer, Service Management Group (SMG) has analysed over 359,000 customer responses to work out what matters most to British shoppers in store. Brands have 69 days (until Christmas) to iron out the following six causes of customer despair: 1. Lack […]
Ever wondered what the biggest causes of customer unhappiness are? As the Christmas rush draws nearer, Service Management Group (SMG) has analysed over 359,000 customer responses to work out what matters most to British shoppers in store.
Brands have 69 days (until Christmas) to iron out the following six causes of customer despair:
1. Lack of staff assistance – 27% of customers mentioned when not satisfied
2. Slow service at the till – 22%
3. No item availability – 20%
4. Unfriendly employees – 12%
5. Problem occurrence – 9%
6. Limited item selection – 9%
Jeremy Michael, MD SMG, comments: “A period of much needed transformation is underway for the UK High Street—largely prompted by the recent spate of High Street retailers going into administration, increasing competition from e-commerce, and changing consumer expectations. The need for brands to stand out from the crowd is more important than ever as they compete for shoppers.
“To encourage loyal customers who not only return, but recommend, brands need to ensure the customer experience is at the heart of their strategy and their staff are delivering high levels of customer service.”
Source: www.smg.com
