Mary Portas customer service survey

Comments

• “

  I 'tried' to buy some trousers in M&S outlet at Gloucester Keys, after queueing for 10 mins whilst the 3 people on the tills had conversations, I walked out, saying rather noisily that no way was I going to wait whilst they talked. The older couple in the queue ahead of me just stood there. I always walk out of a shop with bad service and if I want the items I complain to management as well. I'm not paid to stand in their queues and I won't reward bad service by buying in those stores.

  ”

  Marie on 29 January 2011

• “

  I work within the furniture retail sector and to provide good customer service we are mystery shopped every month. However the last visit was graded 10 out of 10 by the customer and only 7 out of 10 by the company as there were no add ons sold. I have since been informed that I will be disaplined if this happens again. Does this help the customer or pressurise the salesman to sell products not required? You decide.

  ”

  Chris on 30 January 2011

• “

  Thanks for your reply, Chris. I think the answer to your question is obvious :)
  
  In our experience more organisations are rewarding staff based on customer satisfaction (on the 10/10 response you got). See Metro Bank for an example: http://www.instituteofcustomerservice.com/1711-6581/The-new-Metro-Bank---where-customers-come-first.html
  
  This makes sense from the organisation's point of view as it will make frontline staff meet customers' needs, which in turn means repeat business and a better reputation.

  ”

  Leon Paternoster (Institute of Customer Service) on 31 January 2011

• “

  On a trip to belfast I went into the Homebase DIY Store at Galwally on the Saintfield Road. As I looked through the paint section I was approached and offered help by a member of staff who talked me through my project helped me select an undercoat and mixed the final paint for me. I found this level of service refreshing and it really boosted my confidence to tackle DIY jobs. Well done Homebase!

  ”

  Caroline Doherty on 2 February 2011

• “

  Susan on Estee Lauder in House of Fraser Huddersfield is a marvellous example of outstanding customer service. It is a pleasure to buy from her!!!

  ”

  linda wild on 4 February 2011

• “

  I recently got some new specs from spec-savers in Hove and the service was excellent. The lady optician who was Irish was very kind and extremely thorough, then the two boys I saw couldn't do enough to help me 10/10! The glasses that I chose are super cool and its all thanks to them - my old ones are so boring. But when I had my appointment to collect my specs the shop was busy and I was rushed through the store by a spanish lady who was so rude and fake. I had been told my specs would be fitted and they weren't, now they had my money I was just in the way. My lasting impression is of her and it doesn't make me want to go back! Overall 03/10.

  ”

  Ben Townsend on 23 February 2011

• “

  I've just received fabulous service from Specsavers in Solihull, although this is hardly new as I've been going for years and they're always fabulous. What made this experience stand out was the consistent friendliness of the staff. From the meet & greet lady to the lens specialist they all remembered my name!! I don't know how they do this, if its genuine or a set up, either way I left feeling like a million dollars!
  It was the perfect blend of professional yet friendly. Overall 10/10

  ”

  Angi Egan on 31 October 2011