Customer Service is Improving with Canadian Retailers: Study

OTTAWA, April 3, 2014 /CNW/ - Customer experience with Canada's department store chains has improved over the last two years.  This, from a follow-up to a survey conducted for CBC Marketplace's 2012 Worst Customer Service episode.  Both studies were conducted by RetailTrack Mystery Shopping - a division of the Kanata-based Belding Group of Companies. 

Where retailers had a failing grade of 49% in 2011, the recent study shows an 11 point increase to 60%.

Canadian Tire Leads the Charge
Canadian Tire led the charge, taking over first place with a dramatic 26 point improvement, with the chain now at 73%. 

Why Is Performance Improving?
Shaun Belding, CEO of The Belding Group, has this to say about the results:

"The increased overall performance is a reflection of the effort and focus that all companies, globally, have been putting on customer experience over the last few years.  Delivering positive customer experiences is no longer a 'nice-to-have' for organizations.  It is now need-to-have."

For more details on the study:

For more details on The Belding Group and its divisions:

CBC Marketplace "Worst Customer Service" episode

SOURCE: The Belding Group of Companies Inc.

For further information: Nina Salazar, The Belding Group., (613) 836-3559,


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