Top six causes of customer dissatisfaction revealed

Lack of staff assistance rated number one customer peeve in survey by Service Management Group
Publish date:

Dissatisfied shoppers place lack of staff assistance as their number one cause of annoyance when shopping, recent survey results suggest.

Of the 359,000 customer responses surveyed by Service Management Group, 27 per cent blame the customer service when they are not happy with a shopping experience.

Slow service at the till placed second on customer peeves, followed by no item availability, while unfriendly employees placed fourth.

Customers seemed more forgiving of problem occurences and limited item selection, attaining only nine per cent of the votes.

The results have been released by SMG as the clock ticks down until Christmas, with only 69 days remaining.

Jeremy Michael, MD at SMG, said: “A period of much needed transformation is underway for the UK High Street - largely prompted by the recent spate of High Street retailers going into administration, increasing competition from e-commerce, and changing consumer expectations.

"The need for brands to stand out from the crowd is more important than ever as they compete for shoppers.

“To encourage loyal customers who not only return, but recommend, brands need to ensure the customer experience is at the heart of their strategy and their staff are delivering high levels of customer service.”


Featured Jobs


Marketing Director UK

Gameplan I Southeast of England I Salary: Competitive I Date Published Monday 7th January 2019

Rainbow logo landscape_home of classic Final

Product Manager

Rainbow Designs Ltd I Olympia, London I Salary: Competitive I Date Published Wednesday 16th January 2019