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Retailers Come Top Of The Shops For Customer Service

Two British retailers have topped a survey for providing consumers with the best levels of customer service.


Research by Which? revealed that UK consumers thought that Lakeland and Richer Sounds supplied the most pleasing high street store shopping experience and offered the highest levels of customer service.

The study found that Richer Sounds consumers were most happy with its 'lovely, helpful knowledgeable staff' and the home entertainment retailer was the only shop to score maximum points for both price and customer service.

Lakeland was praised for its range of innovative kitchenware products and its commitment to an aftersales service in the survey which ranked 100 high street names and drew on the experience of over 14,000 shoppers.

Both Lakeland and Richer Sounds are specialist stores and almost all off the top ten businesses in the survey were dedicated to one aspect of retail except for the department store John Lewis which ranked fifth.

Currys Digital and WH Smith were least loved by British shoppers due to the opinion that they had unhelpful staff who did not have the appropriate product knowledge.

Which? chief executive Peter Vicary-Smith said business need to improve customer service if they want to create a solid base of loyal consumers as firms who do not train their staff in client relations are likely to suffer.

He said: "We know people appreciate good customer service so retailers need to realise that who cares, wins.

"Some stores are clearly giving their customers what they want, so why settle for lousy service? We urge shoppers to stamp out bad service by voting with their feet."

Apple and Lush made up the rest of the top five retailers offering the best experience while JJB Sports, PC World and Focus completed the list of the bottom five stores who need to improve customer service.

Another company which has been praised for its commitment to customer service is Vauxhall as the manufacturer recently announced that it will offer a lifetime warranty on all of its new cars.

The decision has impressed Motor Codes, the car industry's Code of Practice for Service and Repair,

Chris Mason, Motor Codes director, said: "By pushing the boundaries in customer service, Vauxhall is committing to its customers by taking a fresh look at its aftersales provision."

The lifetime warranty is applicable to the first owner of any Vauxhall car registered from August 1st and will continue throughout the life of the vehicle, until it reaches 100,000 miles.

by: Martin Hofschroer
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