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  1. ITV Report

Poor customer service putting people off high street shops, survey suggests

Poor customer service is stalling a high street revival, according to a survey. Credit: Stefan Rousseau / PA Wire

Consumers are being put off shopping on the high street because of bad customer service, according to a survey.

Slow service, rude staff and unavailable items are some of the issues that could be stalling a high street revival, the study of almost 3,000 UK adults by customer information company Market Force Information found.

Seven in 10 shoppers also revealed that they had vowed never to return to a particular store because of a bad experience.

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

Over a third of shoppers (38%) also complained about encountering rude staff, 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.

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.

– Cheryl Flink, Market Force Information