Grocery shoppers less picky


IGA, harvest market, fruit, supermarket, fresh 2Australians care less about bad or non-existent service at supermarkets compared to other retailers, according to a study on consumer loyalty.

The survey by customer service agency, Feedback ASAP, has found nine out of 10 people will consider leaving a retail store if the service is poor.

This compares to seven out of 10 respondents when specifically asked about supermarkets; a 20 per cent lower statistic.

One in three Australians aren’t loyal to any particular business, with respondents rating bad service as more irksome than a limited range.

Phil Prosser, CEO of Feedback ASAP, said the results show younger Australians are less loyal to particular brands and businesses than older respondents.

He says this loyalty is only getting harder to foster, as social media makes it easier for shoppers to voice their gripes and dislikes.

“Advocates are getting stronger and becoming more influential, but people who disapprove of a company based on customer service are now getting tougher in their power and response.”

The study ranked Myer over David Jones as the best performing department store in terms of service.

Coles beat Woolworths in the supermarket space.

The agency’s research was completed in June and surveyed 1114 adults across the country.


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