Friday, May 30, 2014

Retailers and consumers suffer difference of opinion

The Paradox of Choice

Retailers and consumers have very different opinions of the customer experience offered by high street brands, according to a new study.

In a survey of 100 UK retail decision-makers and 500 consumers Vanson Bourne found that while retailers believe that overall they’re performing well - with 82% stating their organisation provides a good or extremely good customer experience - 72% of consumers confirmed they’ve encountered inconsistencies in their customer experience when using a retailer’s online and in-store channels.

One of the biggest gripes was about queuing - 59% rated long queues in store as one of their most annoying shopping frustrations.

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