Key Findings –
Renfrew County Customer Service Research
From A Customer or
“Man on the Street” Perspective:
- Courteous
- Friendly
- Helpful
- Knowledgeable
- Personal
service
- Happy
smiling staff
- Bad
manners
- Grumpy,
rude sales associates
- Lack
of asking if a customer has found everything or needed any
assistance
- No
product knowledge
- No
acknowledgement upon entering store
- Staff
do not seem to enjoy their jobs or want to be there
- No
respect for customer, or appreciation of customer
- Many
complained of stocking issues e.g. Items not available, or often
sold out
From A Business Owner
Perspective:
- Telephone
etiquette
- How
to deal with difficult customers
- Conflict
resolution
- Professionalism
in the workplace
- How
to interact with customers
- Role
Playing
- Manual
or guide to have on hand at their stores
Total Customer
Service Survey Data
-
What percentage of your shopping is done
within Renfrew County?
0
- 0
0.00%
10
- 3
1.62%
20
- 3
1.62%
30
- 3
1.62%
40
- 3
1.62%
50
- 4
2.16%
60
- 7
3.78%
70
- 23
12.43%
80
- 39
21.08%
90
- 70
37.84%
100
- 30
16.22%
Total Answers – 185
-
What is your opinion on the quality of
customer service in Renfrew County?
Very Poor
- 4
2.16%
Poor
- 19
10.27%
Acceptable
- 50
27.03%
Good
- 89
48.11%
Excellent
- 23
12.83%
-
If you indicated that the quality of
customer service was Good or Excellent, please explain what
made your experiences positive ones.
Total Answers – 107
-
If you indicated that the quality of
customer service was Very Poor, Poor or Adequate, what
specific things could be improved upon to make your
experiences more positive in the future?
Total Answers – 68
-
Would poor customer service affect your
decision as to whether or not to shop at a particular store?
No
- 6
3.24%
Yes
- 179
96.76%
Total Answers – 185
