Service Quality

Service Quality

ISSUE:
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.

PROCESS:
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.

OUTCOME:
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.