News : 72 Percent of Customers Experience Service Inconsistencies
May 27, 2014 -- Qmatic’s survey of 100 UK retail decision makers and 500 consumers found a disconnect between businesses’ perceptions of themselves and customers’ thoughts.
While more than eight in ten retailers said they provide a good or extremely good experience, almost three quarters of customers said they’ve come across inconsistencies when shopping both online and in-store.
Qmatic UK managing director Steve Williams said: "Despite the booming adoption of e-commerce by consumers, the physical store’s role is more important than ever before. Customers now have the power to choose how and when they shop – be it online, mobile, catalogue or via a call centre.
"Clearly customer experience in the physical store is becoming ever more pivotal to overall brand perceptions and purchasing behaviours. Getting it wrong risks contamination across all channels – and ultimately leads to less engaged and less loyal customers."
The report also gave more specific insight into customers’ experiences.
59 percent said long in-store queues were one of the most annoying aspects, while 21 percent disliked unfair queues where people pushed in or were served out of turn. 18 percent disliked not being able to locate service desks in-store.
Posted by Veronica Silva Cusi, news correspondent
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Qmatic is the world leader and innovator in Customer Flow Management (CFM) solutions that are designed to increase sales and productivity while reducing costs for organisations in the retail, retail finance, public, healthcare and travel sectors. Its software, hardware and consultancy helps organisations such as, HSBC, Barclays, DVLA, Homebase, Boots, Marks
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