What problems do customers of home appliances stores encounter in Bulgaria and Romania?
The majority of Romanian customers consider long queues at cash-desks to be the biggest nuisance during a visit to home appliances stores. The neighboring Bulgarians are annoyed with another service problem: they say that shop-assistants are difficult to find. These are the results of the customer satisfaction survey, carried out by 4Servcie Group in Bulgaria and Romania.
90% of Romanian respondents notice have to stand in a long queue before they can pay for the chosen goods every now and then, while only every fifth Bulgarian thinks, that it is a serious problem. It turned out, that for Bulgarian customers the biggest challenge during a visit to a home appliances store is finding a shop-assistant to get advice. The same is true about 44% of Romanians – they would also wish that shop-assistants were more easily accessible.
Interesting to know that Bulgarian customers also complain about passive shop-assistants – this is the top second service problem that they mention. In Romania, on the contrary, shop-assistants seem to be active enough – only 5% of respondents were unsatisfied with this characteristic. So, either Romanian shop-assistants are significantly more concentrated on sales than their neighbors, or their customers have lower expectations.
At the same time, Bulgarian shoppers are quite controversial about this point: 49% would like shop-assistants to be more active, and 42% say that they are too intrusive. Looks like stuff in Bulgarian home appliances stores need to find the “golden middle” in their customer relations.
However, Bulgarians, who are generally more demanding to staff competence and activity, showed smaller requirements to shop-assistants’ politeness – only 22% of respondents think, that shop employees need to have better manners. As for their neighbors Romanians, 42% of them can remember a case when the shop-assistant was impolite to them.
The survey “Customer expectations and satisfaction with service in banks, home appliances stores and filling stations” was carried out in March 2015 among Romanian and Bulgarian customers by 4Service Group. The results are based on the answers of 869 respondents.