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With holiday shopping in full swing, consumers may find that retailers’ customer service leaves much to be desired, according to new research. The Retail Service Quality Index, to be released tomorrow (Tuesday) by consulting firm The SALT & Pepper Group, pegs service at only 48.2 out of 100.
The index measured 1,027 interactions in 73 different retail stores over a four-month period. The data gatherers measured 39 separate kinds of service, from the store greeting, merchandise returns or exchanges, and how associates interact to solve customer problems.
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