Australian Newsagency Blog

A blog on issues affecting Australia's newsagents, media and small business generally.

Customer feedback can help us improve the channel

Mark Fletcher
April 24th, 2019 · No Comments

On the newsXpress website, any customer of any newsXpress store can provide feedback on their shopping experience. often, feedback does not relate to a newsXpress store. Here is one such example. The person leaving the feedback contacted us the next day apologising and indicating it was for another newsagency not connected with newsXpress.

I share it here as it reflects the value of making providing feedback easy and the interest shoppers have in sharing their feedback.

My 17yr old son ventured into your newsagency enquiring as to whether the store had a key ring. Tues 16th April 1:50pm The lady (Older lady with blonde hair or partially blonde) advised my son the store didn’t have any then added “I don’t know what your fuckin talking about “. My son apologised and thanked her before leaving as he felt embarrassed. This behaviour and conduct is inappropriate and uncalled for particularly when speaking to a young person who was polite. Perhaps you need to address the conduct of your staff and the unnecesssry use of foul language. Poor customer service in any case .

Whether we like it or not, we are all judged by the experience in any store in our channel, especially businesses with lotteries as this is the most unifying product category in the channel, setting shopper expectations.

Making providing feedback easy helps us be more in touch with shopper experiences, even those not in our own stores.


Category: Management tip · Newsagency management · Social responsibility

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