News
Study: Retailers Listening and Making Customer Experience Matter
20 July 2010
Customer service in Australia has improved, according to the latest benchmarking data from The Realise Group, compiled from over 36,000 mystery shops conducted in the 2009 – 2010 Financial Year. Key areas of improvement were in selling, building rapport and improving customers’ perception. An average of 86% of staff members in all sectors led the way by making customer service their top priority. This is an increase of 5 percentage points from 81% (FY 2008 – 2009 results) to 86% (FY 2009 – 2010). ‘Customers feeling welcome’ rose by 2 percentage points from the previous year, scoring a high 88%.