September, 2010

Customer service is one of the keys to maintaining loyal customer base

One of the most common comments one hears in Caledon it seems is that local businesses really need to concentrate on customer service. We set out to find out if this is a reoccuring complaint but posting a poll on this site. And there appears to be truth to that sentement.

In our recent poll, we asked people to 'rate the level of customer service you've experienced in Caledon'.

There were three different categories to rate: general shopping, grocery shopping and services and two rating scales: 1-5 and 6-10 (10 being 'Amazing' - 1 being poor).

The results seem to tell a story that needs to be addressed.

33% of respondants said that they would rate general shopping in Caledon as 1-5 (bottom half of the scale) while one third of poll participants gave grocery shopping the same rating.

It would seem that Caledonians overall are not pleased with the levels of customer service they receive in local retail establishments. Area shoppers often comment that they are met with sales associates who seem preoccupied, who show little enthusiasm for their role as frontline faces of local businesses. Play Secret Shopper and listen to comments from fellow shoppers while in local grocery outlets and you will hear an undercurrent of discontent with the service (amongst other issues) they receive here. No doubt, we all have our own stories as well.

The same can be noted in other retail shopping settings. The issues raised vary, but it seems that the general feeling is that quite often the experience of shopping here lacks in the area of customer service.

Conversely, the results of our poll indicate an overall satisfaction with the level of customer service in the Services sector. 33% of respondants gave that sector a rating of 6-10.

Local retailers need to take note and make adjustments in the way their staff comes across. It needs to start with educating staff, whether they be on the floor, part of a department or at the sales counter, that they represent the business/company and that their interaction with their customers leaves a lasting impression, either good or bad. Staff play a huge role in the loyalty of shoppers and can greatly influence whether consumers shop locally or eleswhere.

by ShopInCaledon staff