Has the recession and the rise of the Internet damaged customer service in UK retailing?
– Customer service levels have rapidly declined over the last decade, says KPMG/Ipsos Think Tank– Urgent action is needed to restore consumer confidence and repair the health of the sectorPart I: Executive SummaryIntroduction With the prolonged recession eroding consumer confidence, a combination of declining sales volumes and rising costs has seen most retailers reassess all facets of…