The 2009 Retail Service Quality Index (Enterprise License)

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The 2009 Retail Service Quality Index (Enterprise License)

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Product Code: 2009 RSQI MULTI USER.PDF

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Description

Do you need to benchmark your company’s customer service performance? The SALT & Pepper Group’s Retail Service Quality Index (RSQI) presents customer service benchmark data for the retail industry as a whole and select retail market sectors. The 2009 RSQI measured 1,027 interactions across 73 retail stores, spanning 6 states and 4 months of data collection. The interactions fall into 1 of 39 “service opportunities,” and the 39 service opportunities are grouped into 6 categories:
• Store Greeting and Initial Contact
• Department- or Floor-Level Service
• Point of Sale/Store Exit
• Merchandise Returns or Exchanges
• Associate Teamwork
• Associate and Managerial Leadership

This year’s report this year’s report includes the following retailer categories:

• Department Stores
• Discount Retailers
• Electronics Retailers
• Fashion Retailers
• Hardware/Home Improvement Retailers
• Home Goods Retailers
• Luxury Retailers
• Office Supply Retailers
• Pet Supply Retailers
• Sporting Goods Retailers
• Toy/Game/Books Retailers

The rights conveyed with this license permit a user to:

• Download and store this document on his/her personal computer
• Share this document with colleagues or co-workers at his/her place of employment via e-mail or via storage on a company intranet or internal network
• Print unlimited copies of this document for internal distribution
• Quote individual sections of data or analysis for use in meetings and internal company presentations
• Quote data or analysis in sales presentations or public meetings such as trade shows, conferences, etc., with prior permission from The SALT & Pepper Group

Note: We do not present RSQI findings at the company level in this report. Contact us directly to learn more about company-level RSQI data. To read an Executive Summary of the report, click here. For additional questions about this report’s content, e-mail the lead analyst directly at rick@saltandpeppergroup.com.

Product Details
Electronic File (PDF) 37 printed pages
Publisher: The SALT & Pepper Group (December 1, 2009)
Language: English
THIS ITEM IS FINAL-SALE ONLY. NO RETURNS.

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