10:50am Friday 5th February 2010
By James Nadal
THREE quarters of Marlow shoppers prefer shopping at small, independent retailers than at the big national chains, a study shows.
Customer service is “far superior” because staff are more approachable and knowledgeable about products and prices, according to TheBestOf survey.
It found shoppers “loved the personal service” they get at smaller firms, while bigger companies were 'not fully equipped' to deal with questions or queries and most staff lacked training.
Those who were polled hit out at big name brands for being too pre-occupied with making money and having no time for their customers.
Sixty per cent of survey participants from Marlow said they have had an argument with someone in a large national company due to poor customer service.
Consumers are being encouraged by the organisation behind it to vote online in a seperate poll for their favorite stores in the Marlow area.
The website displays which stores are currently leading the ‘Love-O-Meter’.
Voters have until Valentines day to show their appreciation of their most valued small businesses.
Gill Chappell from TheBestOf Marlow, which champions local businesses, said: "This survey shows that big companies just don’t cut it when it comes to customer service, product knowledge or experience.
“They are routinely outclassed by small local firms who are much better at providing the personal touch that Brits value.”
She added: “'It's all about showing some love and appreciation to the great small business owners in Marlow, that have kept our economy going over the last 18 months and who look after their customers brilliantly.”
Design Solutions & Interiors Information is currently top of the Marlow poll.
Similar polls have been conducted for High Wycombe and Beaconsfield.
To have your say on which business is top in your town go to http://www.thebestof.co.uk/loveometer/ByTown.aspx.
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