Study Finds Retailers Concerned With Customer Service
The research firm RSR (Retail Systems Research) this week released partial results of a research project it is conducting to learn what types of new technology, beyond traditional check out, that retailers are using.
The full survey, called “The Customer-Centric Show,” will be released in May, but in the meantime the firm released the results, thus far, of the question in which retailers were asked to name their Top Three Business Challenges. In answering this question, 55 percent of respondents named the “need to improve customer service while holding the line on payroll costs,” while 49 percent named the “need for more consistant store execution.” With 28 percent, price as a customer concern and difficulty in differentiating from competitors tied for the third most-common result.
Most surprising to RSR, according to its announcement, was that only 23 percent of those asked believe that “the economy trumps all issues.”