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Top six causes of customer dissatisfaction revealed: new study

Lack of staff assistance in stores has been cited as the number one cause of customer dissatisfaction according to the results of a new study.

GENERAL MERCHANDISE

Top six causes of customer dissatisfaction revealed: new study

The research by Service Management Group (SMG), which analysed over 359,000 customer responses, found that 27% of those polled regarded this as their main gripe. Slow service at the till came in second place, annoying 22% of respondents.

Other causes of customer despair included non-availability of items (20%), unfriendly staff (12%), problem occurrence (9%), and a limited selection of items (9%).

Jeremy Michael, SMG managing director, said: “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.”

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