News: Big-box Shoppers Wonder If Concerns Are Heard

June 14, 2012 | RetailingToday.com

Article Excerpt:

A study of big-box retail consumers, released Thursday, found that only two in five consumers believe that retailers value their input, and just 29% believe it is acted upon. According to the Consumer Insights Panel survey conducted by customer experience management solution provider Empathica Inc., 85% of the 6,500 consumers surveyed have provided some form of feedback to big-box retailers, yet only 46% believe that brands actually use this feedback to make constructive changes to the customer experience. read more »


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