Employee Engagement

Bad customer service could be stalling a high street revival, with seven in 10 shoppers having vowed never to return to a particular store because of a bad experience.

Slow service, rude staff and unavailable items are deterring shoppers from the high street amid Brexit-related price hikes and another disappointing Black Friday, the study by customer information company Market Force Information found.

The survey of almost 3,000 UK adults found that seven in 10 have had such a bad experience at a particular store in the last year alone that they vowed not to return.

The most common complaints included slow service, named by 68% of shoppers, unavailable items (52%) and unknowledgeable staff (50%).

Shoppers also encountered rude staff (38%), confusing shop layouts (32%) and overly attentive staff (27%).

It also found nearly a third of consumers now shop online a few times a week, while another quarter do the same once a week.

Market Force Information chief strategy officer Cheryl Flink said: “There’s simply no excuse for alienating customers from the high street with bad customer service.

“Customer experience alone can’t save the high street, but it most definitely should be front of mind for retailers who want to differentiate themselves from the competition.”

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