British Consumers Complain More
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Fri, 15 Jun 2012 10:54:00
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 Leading Mystery Shopping Company 'Retail Active' has repeated its survey of high street consumers to identify consumer's propensity to complain about shoddy goods and service. Retail Active conducts an annual survey to track the performance of customer service and 2,781 people have participated in the survey over the past three months. More than half of the High Street shoppers say customer service has worsened significantly across all sectors of high street retailing and reports a further decline in service compared to a year ago. This major new survey concludes that 64 percent of British consumers believe service in the UK has worsened considerably over the past year. Retail Active mystery shopping say more and more people are prepared to complain about shoddy service than ever before. Four out of five people polled in the survey said they will not suffer in silence any more - and will stand up to sloppy staff. Retail Active Managing Director, Julian Chamberlain said: "Retailers are having to fight for every pound in tough conditions and just can't afford to let standards of service slip any further. The survey shows that customers think the deterioration in service is due to lack of staff, de-motivation, lack of training and staff being unhappy. "Nearly a third, 38 percent, of shoppers polled said they complain more now than they did before the credit crunch in 2008! Retail Active is one of Europe's leading Mystery Shopping Companies and conducts Brand Audits, Secret Shopping and customer satisfaction surveys to over 170 companies in the UK and Europe. The company is always looking for new secret shoppes and assessors to help with Mystery Shopping and Brand Auditing. |
