News

In-person customer service ranks high with consumers, reveals study

February 19, 2019

More than half, 65 percent of consumers, view quality of service in the store as a key element in deciding where to shop.

And more than two-thirds, 67 percent, said good customer services encourages them to stay longer and spend more money, according to a  2019 consumer survey by the International Council of Shopping Centers.

A positive, in-person customer experience increases the likelihood of a purchase, according to the study, and 57 percent polled are willing to pay more for an item or service if they know they will receive good customer service.

In fact, 73 percent said good customer service from a retailer increases the likelihood that they will spend more money than planned, according to a release on the study.

"Nearly 60 percent of consumers said that they're more satisfied with customer service in-store than online, which speaks to the value of the in-person experience," said Tom McGee, president and CEO of ICSC, in the release. "Even in the age of online, the human element remains a vital component of success for shopping centers and retailers as they invest and re-invest in their physical presences."