Service Quality

Service Quality

A leading brand and provider of performance sportswear and accessories, had its products distributed through a number of sales channels, including sports shops, high street stores and internet retailers. We were commissioned to gain feedback from retail customers on the level of service provided.

The scope of the study was determined in conjunction with the client and by conducting in-depth interviews with the customers to explore drivers of service. This was followed by structured telephone interviews to discuss these in more detail.

The research suggested a clear need to take actions to improve customer service in the areas of business support/engagement, improving stock availability, improving delivery performance and developing bespoke customer service strategies for major accounts.

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