Thanks to all of you who participated in this year’s survey! The unique perspectives shared in the survey feedback and analysis produced some interesting results. My hope is that the information can be used to improve the product and service quality for those who choose to read it, share it, discuss it, and act upon it.
All the best,
Steve

Abstract

In a recent survey, industry professionals identified the top three contributors to the industry-wide decline in customer service. Each of these causes is presented along with suggestions intended to mitigate them and support employee and customer satisfaction. Additionally, examples from The Ritz-Carlton, Nordstrom, and Starbucks are provided as illustrations of what each company does, in part, to consistently excel in employee and customer satisfaction. Finally, interpretations of the data are offered with an eye toward providing cost-effective training and a follow-up structure that improves employee commitment to continuous improvement.

For more complete results and analysis, click here.

Starbucks card winners:

Jeff B., Phoenix, AZ
Mark C., Frankfurt, Germany
Lisa G., New York, NY
Ron H., Fullerton, CA
David M., Easton, CT
Robert M., Englewood, CO
Kent P., Lincoln, NE
Marianne S., Washington, DC
Jane U., Dallas, TX
Joe V., Indianapolis, IN

My wife had ordered a set of Batman and Robin walkie-talkies on-line from the website of a national toy retailer. After they arrived and my boys had a chance to try them out, we learned that the reception was poor if the handsets were more than one or two rooms apart.

The retailer has a store in my area, so I stopped by to return them. I explained the reason for the return to the customer service rep and provided the receipt from the on-line purchase. She called for her manager. Her manager arrived and, after assessing the situation, told me that no refund or in-store credit could be offered because I didn’t have a “bar code receipt that would have accompanied the product.”

I responded that I was not aware of another receipt and that the receipt I had was, to the best of my knowledge, the only one issued from the on-line transaction. The manager said, “I know, I know. But we were bought by new owners about a year and a half ago and they’re sticklers for the new policy.” I asked him what the new policy was and he said, “That all product returns are accompanied by a bar code receipt.” He then poured salt in the wound by saying, “Before the new policy went into effect I would have at least been able to give you in-store credit, but now I’m afraid there’s nothing I can do for you.”

I asked him what he thought Nordstrom would do under the same circumstances. He said, “Yeah, I know.” I then said, “Listen, I know it’s not your fault. You are not responsible for the new policy. But I’ll tell you, my son’s birthday is coming up and if I had received in-store credit, I’d be shopping here today. But, since I didn’t, I’ll be shopping elsewhere.”

And it’s true. I left the store disappointed, with merchandise that didn’t work properly, and with a better understanding of this retailer’s restrictive return policy. But I still needed to shop for my son’s birthday present. Then it occurred to me that, at the mall across the street, on the third floor in the children’s department, Nordstrom sold toys!

Have you recently encountered a customer-unfriendly return policy that prompted you to exercise your consumer right to vote with your feet and shop across the street?