WARRINGTON, England, June 3, 2014 /PRNewswire/ --
- Shoppers charter reveals real impact of bad customer service
- More than four in ten of us vow never to return to stores where they've experienced bad service according to new poll
- From long queues and pushy salespeople to loud music and 'fake' sales, survey of 1600 people questioned shoppers on the most infuriating things about shopping
- Electrical, clothing and furniture stores ranked in top five worst offenders
- Sofaworks answer demand by focusing staff salary purely on customer satisfaction.
Long queues, pushy salespeople, not being able to find what we want have been named the top three biggest gripes when it comes to shopping in this country.
That's according to new research commissioned by sofa retailer, Sofaworks, which also found that overheated stores, being ignored by salespeople, loud overbearing music, inexperienced and untrained salespeople, endless dubious sales and being made to feel old or unwelcome by sales staff rated highly in the list of things that drive us crazy about shopping.
The study, conducted by Opinion Matters saw more than a quarter say they have experienced 'fake' prices or sales, almost a fifth have felt like they've been duped by salespeople, with the same number feeling they have been forced to spend more than they wanted.
One in seven say they have bought things under pressure and the same number say they have felt cheated by the stores they shop in. And the shopping experience is so bad for many shoppers that 44% have vowed never to return to a certain store, while one in four are now buying big items online to avoid pushy sale staff.
The study also found that electrical, clothing and department stores are the worst offenders when it comes to a bad experience, with grocery and furniture stores also making it into the top five.
Sofaworks is the first furniture retailer in the market to abolish never-ending sales and staff commission, meaning that staff offer the best product knowledge within furniture retail sector and staff rewards are measured on the customer's experience rather than on individual volume of sales.
Jason Tyldesley, CEO of Sofaworks said: "For too long the furniture market has been propped up on negative practices like high-pressure sales, chasing customers around the store and assumptive selling. The industry motivates and rewards these practices with commission."
"We feel it's time for the customer experience to prevail, which is why we've decided to reward our teams based on the experience they're delivering to our customers in store."
"Much in the same way as you choose how much to tip for great service in a great restaurant, we feel that it's important that our customers control the level of reward our team get for helping them find their perfect sofa."
Notes to Editors
Sofaworks (formerly CSL) is one of the UK's leading multi-channel sofa retailers, offering customers great value for money with a range of high quality and design-led sofas.
Sofaworks has 28 stores and six warehouses with plans to open an additional 7 stores over the next 15 months and they employ 811 staff across its store, warehouse and head office operations
The research for Sofaworks was carried out by Opinion Matters between: 16 / 05 / 2014 and 19 / 05 / 2014
Sample: 1600 UK adults
All research conducted adheres to the MRS Codes of Conduct (2010) in the UK and ICC/ESOMAR World Research Guidelines. Opinion Matters is registered with the Information Commissioner's Office and is fully compliant with the Data Protection Act (1998).
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PR& Marketing Manager
SOURCE Sofaworks Ltd