03/07/2009 - Britons `expect good shop service`
Hard-pressed shoppers conscious of how far they need to stretch their cash during the economic downturn are increasingly opting to complain about poor service, research has shown.
The survey by customer intelligence company Retail Active found that a record number of consumers would no longer stand quietly by if they thought they were being treated poorly in stores.
Of the 1,100 shoppers polled, more than one in four said they complain more now than when the recession hit, with 59% claiming that service in the UK had become worse over the past year.
Three out of four people questioned said they would no longer suffer in silence, with as many as 78% prepared to spend more in businesses where they received great service.
Retail Active director Julian Chamberlain said: "This remarkable survey has given us a highly revealing snapshot of the effect of the recession on customer service and shoppers' reactions.
"One very interesting factor is that 71% said they would complain about bad service."
Copyright © Press Association 2009
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