The Providence Business News Executive Poll is a weekly
survey of 70 business leaders, representing large and small companies in a variety
of industries.
QUESTION: How would you rate the customer service at most big box retailers, like Target, Wal-Mart, Kohl’s, etc?
Excellent: 10%
Adequate: 50%
Subpar: 40%
QUESTION: Do you go to a store based on the lowest advertised price of a particular item or would you pay more for the same item at a smaller store because you expect to receive better customer service?
Motivated by price: 30%
Would pay more to get better customer service: 70%
QUESTION: Have you ever walked out of a store without purchasing an item you had already selected because of poor customer service?
Yes: 90%
No: 10%
QUESTION: Do you purchase a significant number of retail items – clothing, housewares, etc. – via the Internet?
Yes: 50%
No: 50%
QUESTION: If you do not shop on the Internet on a regular basis, which best describes the reason for your hesitation?
Uncomfortable giving out credit card information: 20%
Prefer to see, touch an item before purchasing it: 60%
Prefer the human contact, ability to ask questions and perhaps, barter: 20%
