From June
2007
Feeling a little battered and bruised by
shoppers’ seemingly endless diatribe on retail
customer service? It turns out there’s a silver
lining.
The STORES/BIGresearch survey also asked
consumers to write in the name of the store that
they believed provided the best service, then
asked them to explain their choices.
Helpful and available staff topped the list, but
policies and store practices are also seen as
important elements of customer service. Relative
to the more employee-focused complaints, the
spectrum here is broader: Shoppers cite
different elements that make up good customer
service.
“There are a lot of clerks and they are always
checking on the customers and asking, ‘Have you
found everything you are looking for?’ If not,
they are willing to help you even if it is not
their department.”
“The employees are always willing to extend
extra effort. They are willing to find whatever
the customer needs, walking all over the floor
to find the desired item in a timely manner,
trying to meet the customer’s wants.”
| |
Top 10 elements for best customer
service |
|
|
| |
Element |
Percent* |
|
|
| |
Always helpful |
35% |
|
|
| |
Available staff |
18 |
|
|
| |
Fair return policy |
14 |
|
|
| |
Good communication |
12 |
|
|
| |
Friendly staff |
12 |
|
|
| |
Good prices |
9 |
|
|
| |
Great store |
4 |
|
|
| |
Fast service |
4 |
|
|
| |
Selection |
3 |
|
|
| |
Quality products |
2 |
|
|
| |
|
|
|
|
| |
Source: STORES/BIGresearch
*Respondents could choose more than one
answer |
|
| |
|
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