UK consumers prefer to talk directly to retailers

A new study has suggested that retailers could save

millions of pounds from lost custom if they asked their customers for feedback at the point of service.

Customer First Solutions put together a survey of UK consumers, which found that over half of the respondents said that they would be more likely to return to a shop where they received bad service as long as they had been given the chance to talk about their experience. Whilst those who have given negative feedback on social media sites, claimed they would prefer to talk directly with the retailer.

Helen Dargie, managing director of Customer First Solutions, explained: “We weren’t surprised to find customers would refrain from posting a bad comment or details of a bad retail experience if they were given the chance to feedback their frustrations directly to the establishment.”

“Of course, the ideal situation is to provide great service, all of the time, but you can’t know if your customers are unhappy unless you ask them. Only then can you rectify the situation with them immediately and learn from their experiences to improve service for the next person.”