Posted on Sat, Mar 16, 2013 : 3 p.m.
Ann Arbor retail data influences list of 9 stores in U.S. with worst customer service
By AnnArbor.com Staff
Ann Arbor's Larry Freed knows a lot about customer satisfaction: His Foresee analyzes consumer satisfaction data from companies around the U.S., using it to give advice to corporations.
Data from Foresee was used in a recent report on USA Today that names the "9 retailers with the worst customer service."
Of the worst-performing stores, just one was an online retailer. That's significant, according to Freed, who says service standards are sinking at national bricks-and-mortar stores.
Familiar names on the list include The Gap, Sears, CVS and - number 1 - Walmart.
Comments
Susan
Sun, Mar 17, 2013 : 10:08 p.m.
I have found some of the worst customer service at some locally-owned stores that ought to know better, since truly you can buy just about anything on-line these days. The ONLY reason to shop at a local store is if you have to see the product or if you get better service. I give the following local stores an F for customer service: Gross Lighting (act like you are not important enough to help and yes, I have been there a number of times), Ace Hardware on Stadium although I have to say recently they seem to be trying harder, Falling Water (no one ever asks if you need help, even if you are looking at items behind glass and the staff are always talking to each other or on the phone, not to customers). I never shop at CVS as their prices are so much higher for everything than say, Meijers. Their prescription services are excellent however.
GoNavy
Sun, Mar 17, 2013 : 11:32 a.m.
I'm a frequent (>2x per week) shopper at the State St. CVS and find them to be very helpful at all hours, including the pharmacy.
Nicholas Urfe
Sun, Mar 17, 2013 : 3:48 a.m.
adblock rule: *foresee*
Tom Joad
Sun, Mar 17, 2013 : 1:35 a.m.
It's hardly fair of AnnArbor.com to post a photo of the State St. CVS in relation to this article. I frequent this store quite often and have received nothing but stellar service from their employees. Often they have a greeter at the door and I have been asked often if I need help finding something. CVS is a valuable addition to the community. They have weekly sales ads which you can track online and they provide an excellent value on essential items. Its location is great for someone living downtown or on campus. These data aggregators/survey firms miss the mark often (generalize much???). Their methodology for rating is not explained in the article (even in a cursory manner) and perhaps CVS in other locations doesn't measure up. But to castigate the local CVS by implication with a photo of the State St. store is unfair and not warranted in my opinion.
talker
Sun, Mar 17, 2013 : 8:08 p.m.
While I patronize a neighborhood CVS with a parking lot and I have good service there, I just want to comment on a recent news article about the campus area, State Street CVS going to close. Maybe it's because they had intended to sell more food items and there is a 7-11 down the street and maybe it's because a Walgreen is reportedly moving into the old Michigan Book and Supply location, but for whatever reasons, I've read that CVS will close that location.
John
Sun, Mar 17, 2013 : 12:23 p.m.
Agreed. The State St CVS has never let me down on service. Sometimes you can tell when they hired in a new guy who is still feeling out his job, but they've always been friendly and helpful. The one on Industrial can be kind of so-so sometimes, but never bad.
Kai Petainen
Sun, Mar 17, 2013 : 3:29 a.m.
It's completely fair. Although that particular location is great.... they are part of a chain. By being part of a chain, they benefit from that chain name and get business. But.... that also means that they should be able to handle the pressure when they are also associated with that chain in a negative manner. There are pros/cons to being part of a public company...
1bit
Sun, Mar 17, 2013 : 1:29 a.m.
Looking at the list, a lot of those on the list are "value" stores. And some, like Walmart, are doing just fine. Which goes to show that that people will put up with bad service to save a buck.
Macabre Sunset
Sun, Mar 17, 2013 : 5:37 p.m.
The extreme in this case is the airline industry. Flying is torture these days, but we put up with it to keep costs reasonable.
GoNavy
Sun, Mar 17, 2013 : 11:32 a.m.
Good, cheap & fast: you can have two of the three.
thecompound
Sun, Mar 17, 2013 : 1:09 a.m.
I've always had good service at the Gap, especially the one in Ann Arbor. Too bad they are on the list.
smokeblwr
Sat, Mar 16, 2013 : 11:18 p.m.
I hate websites that popup that Foresee results survey screen.
Usual Suspect
Sun, Mar 17, 2013 : 2:28 a.m.
I see what you did there smokeblwr.
jj45678
Sun, Mar 17, 2013 : 12:23 a.m.
Your sentence makes no sense, but if you were attempted to say that you don't like pop-ups when you visit web sites, just install an ad blocker.
TheDiagSquirrel
Sat, Mar 16, 2013 : 8:45 p.m.
It doesn't take mediocre online surveys to gauge metrics on customer service...just common sense. Companies create more executive positions (VP this, diversity that), plus wasting money on consultants when the work could be done by their own employees. While all of this money is wasted, you can walk into a Walmart and find only one or two registers open, with long checkout lines. Some free advice: Less execs, more store staff, and quit paying consultants like ForeSee to do the work the execs should be doing.
clownfish
Sun, Mar 17, 2013 : 2:01 p.m.
Well, as long as WalMart puts profit ahead of customer satisfaction, I guess that is OK. They certainly put profit ahead of employee welfare, family values and environment.
TheDiagSquirrel
Sat, Mar 16, 2013 : 11:48 p.m.
Basic Bob: I don't care, and have never cared, about the diversity of customers where I shop. And I've certainly never paid consultants to gauge those types of metrics. But, then again, I'm just a squirrel, not a CEO in this over-litiguous and easily offended country of ours
Basic Bob
Sat, Mar 16, 2013 : 11:18 p.m.
Neither your opinion nor Foresee's make a dime for Walmart. When they stop making money, they might stop to take advise. Walmart's regular customers must be willing to put up with long lines and poor service for something. There are other places you can shop if you are concerned about too much diversity during your shopping experience: Clinton, Hartland, Milford, Dexter, ....
Lizzy Alfs
Sat, Mar 16, 2013 : 8:09 p.m.
This is really interesting, since business owners these days are relying on customer service to fight off online competition. National chains won't be able to stand out for long if they don't at least have good service!