fizzback

17 Sep 2007
eMarketer
www.emarketer.com

 

WOMEN HARDER TO SATISFY AT RETAIL

A study by Fizzback claims that men are nearly 22% more likely to give positive feedback on a service, product or retail experience than women.

 

Men had at least a 3% higher overall satisfaction rating than women after going shopping.

 

"Men are much more likely to go into a shop, get what they need and come away feeling as though they've done a good job," said Rob Keve, CEO of Fizzback, in a statement.

 

"Women expect more from the retail experience, and will notice things like poor customer service, unhelpful staff or below-standard products, and give a more negative rating accordingly," Mr. Keve said.

 

Retail staff were most likely to get negative feedback based on availability (63.7%), attitude (16.5%), knowledge (10.1%), efficiency (6.7%) and pushiness (3%).

 

Fizzback found customers were more likely to give feedback immediately when permitted to do so electronically.

 

 

http://www.emarketer.com/Article.aspx?id=1005374