Click here to download the newsagency customer service survey results. The results provide a good insight into the customer service issues newsagents face.
48.6% receive complaints rarely, 27.1% a few times a month and 20.0% a few times a week.
53.0% of complaints are product related outside the control of the newsagent and 33.3% are service related outside the control of the newsagent.
55.7% of newsagents have a complaint handling process in place.
I hope that these results are of use to other newsagents. I certainly find them useful – particularly as a reminder to have a clear process in place for handling complaints and recording feedback to go to those who can improve the situation.
After all, customer service is our most important point of difference.
I am grateful to the 75 newsagents who took part in the survey.