Is Department Store Customer Service Improving?


RetailTrack Mystery Shopping just did a reprise of the survey they conducted on Canadian department store retailers in 2011.  The original study, conducted for CBC Marketplace, did not paint a pretty picture – with an overall failing grade of 49%

Things are looking up

The new shops, conducted this past winter, showed a significant 11 point increase.  They now stand at an average 60%

Canadian Tire leads the way

Leading the charge was a dramatic improvement by Canada’s iconic Canadian Tire, who jumped from 47% to 73%.

For more details on the study, visit

Belding Group Customer Service Logo.pngThe Belding Group is a global leader in customer service training, and customer experience consulting and measurement

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