Abstract
Putting customers first is a well-used mantra by retailers seeking to remain closely connected to what customers want. But, how good are multi-channel retailers at listening and incorporating what they hear into their service offer?
This report assesses how retailers are delivering service through stores and online, and identifies which retailers are perceived by shoppers to be performing well on customer service delivery. It provides an assessment of the attributes of the shopping experience that consumers see as being important, and provides insight into how retailers can improve their service delivery on these attributes
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