Disgruntled U.K. Customers Leave Brick-and-Mortar Stores for Web
ADOTAS — Shoddy customer service and poor selection are driving droves of
Their top gripes: researchers found that 55% of those surveyed said stores didn’t have enough registers open and 49% complained that stores were frequently out of the items they were shopping for. Shoppers looking for entertainment equipment and furniture were especially quick to turn to their mouse – about nine out of 10 went online after striking out at just one store.
When asked to identify the factors that have the most powerful influence on purchase decisions, the greatest number of respondents – 48% — cited word-of-mouth, followed by traditional advertising (31%). Nearly half (47%) said special promotions are the best way to retain their business, while 40% said improved customer service is the key to making them loyal shoppers.
Accenture is a global management consulting, technology services and outsourcing company.
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