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: www.retailtrack.com/Images/2103_Canadian_Retail_Service_RetailTrack.pdf
For more details on The Belding Group and its divisions: www.beldinggroup.com
CBC Marketplace "Worst Customer Service" episode
SOURCE: The Belding Group of Companies Inc.
For further information: Nina Salazar, The Belding Group., (613) 836-3559, email@example.com