Recent survey: Americans skeptical of retailers' commitment to customer service
Most shoppers are skeptical of U.S. retailers' commitment to customer service, according to a survey by consultants Novations Group Inc. A majority (55 percent) said stores are only "somewhat committed" to providing high-quality customer service, while 11 percent responded that they think retailers are "not very committed" and 5 percent said they feel retailers are "totally indifferent." And, Novations' research suggests that customers do not respond passively to bad service. Brian Metcalf, senior vice president of Novations' retail practice said: "Shoppers get upset. They tend to remember bad service and...tell their friends about it." The survey polled 1,011 consumers and was conducted by Internal Communication Research of Media, Penn.
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- Novations Survey Finds Little Trust Between Retailers And Consumers; Few Customers See Stores as Totally Committed To Service.
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- National Retail Federation 93rd Annual Convention Exhibitor Profiles.
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