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Big-box shoppers wonder if concerns are heard
TORONTO — 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.
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Survey: Most big-box shoppers believe their feedback doesn’t matter
Toronto -- 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.