COMPANIES NOT LISTENING TO CUSTOMER CONCERNS
By Adnews Staff
Canadian consumers believe the corporate and public sector have not been improving their products and services, according to a survey sponsored by the National Quality Institute. Sixty-two per cent said their concerns are not being heard and that organizations are generally poorly set up to receive any kind of feedback about the quality of their products or services. Forty-three per cent gave organizations an excellent or good rating for making an effort to ask opinions on the quality of their service or product. Pharmacies rated highest in terms of quality improvement, followed by hotels, credit unions and small retailers. Government was at the bottom of the list, alongside cable companies, postal services and large retailers. Telephone companies, pharmacies, trust companies and credit unions improved the most over the past three years, while the most noticeable declines were attributed to government and large retailers. ACNielsen of Markham, Ont. conducted the survey.