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Customer service in petrol stations not up to scratch

04 October, 2010
Page 4 

Less than 1% of shoppers think petrol stations deliver good customer service, according to a poll by Retail Eyes. The National Customer Satisfaction survey of 5,712 UK shoppers revealed that only 0.8% of shoppers felt they got good service at forecourts.

 

Furthermore, 92% confirmed they had left an establishment before making a purchase after receiving poor customer service. And 74% agreed that they would be prepared to pay more for a product if it meant they received better service.

 

Tim Ogle, chief executive officer at Retail Eyes, said: "Our survey has highlighted that there's a real opportunity to use customer experience as a genuine point of difference to improve customer loyalty and repeat business."

 

Of the shoppers polled, 50% believed the best attribute for providing customer service was "listening and understanding what the customer wants".