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3 Jan 2024

With the UK economy set to tread water in 2024, the KPMG/RetailNext Retail Think Tank (RTT), an independent board of retail experts, expects this will impact growth within the retail sector.

3 Jan 2024

For our latest retailer spotlight, we spoke with Steven Grimwood from the brilliant Elmy Cycles in Ipswich, who has been working in the cycle trade since he was 14 years old

3 Jan 2024

Bike theft in the UK has effectively been 'decriminalised' as more than 365,000 cases went unsolved in the last five years, the Liberal Democrats have claimed.

3 Jan 2024

A new year means new challenges – but also new opportunities for cycle traders too and planning now so you can gain a competitive advantage and thrive in the warmer months will be key to...

2 Jan 2024

Hudjo is the first online marketplace that lets cyclists park with locals, which relieves the anxiety of parking your bike. 

20 Dec 2023

The ACT office will be open as usual (9am-5pm) for the majority of the Christmas period, with some exceptions.

19 Dec 2023

Bira's CEO, Andrew Goodacre, took the spotlight on BBC Breakfast this week and later spoke with Nicky Campbell on BBC Radio 5 Live, shedding light on the rise in retail crime and shop theft,...

14 Dec 2023

The Office for Product Safety and Standards (OPSS) has issued a new safety message, highlighting the steps people should take when owning or thinking of buying an e-bike or scooter.

13 Dec 2023

A bike shop that was created to provide jobs for ex-offenders leaving prison has now become a safe space for people to park their bikes.

11 Dec 2023

ACT member On The Brakes in Leigh on Sea, Essex is celebrating after being named independent business of the year in a local competition set up by a local MP to celebrate the “incredible...

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Study names UK’s best and worst cities for retail customer service

Posted on in Business News , Cycles News

A new study, by careers experts, StandOut CV, claims to have identified the best and worst cities in the UK for customer service by highlighting the frequency of positive and negative comments left by customers in each city. The study analysed 784,444 customer reviews from Google Maps.

The analysis reviewed a variety of industries which included B&Bs, barbers, bars, cafés, gyms, hairdressers, restaurants, shops and supermarkets to reveal how many times positive and negative phrases were used.

Looking at retail businesses, the data revealed the best-reviewed city for retail customer service to be Wells in Somerset, with 9.3% of reviews posting positive comments about their customer service. York was rated the second best, with 8.4% of the city’s reviews containing positive customer feedback.

 Top 10 cities for positive customer feedback in retail:
1.    Wells (9.3%)
2.    York (8.4%)
3.    Truro (8.2%)
4.    Ripon (8.2%)
5.    Ely (7.3%)
6.    Chichester (7.2%)
7.    Winchester (6.9%)
8.    Salisbury (6.7%)
9.    Manchester (6.5%)
10.    Chester (6.5%)

Cities that performed less well in their retail customer service were led by Leicester, with 3.25% of its retail business reviews containing various negative customer comments.

Top 10 cities for negative customer feedback in retail:
1.    Leicester (3.25%)
2.    Westminster (2.91%)
3.    Southampton (2.90%)
4.    Bradford (2.86%)
5.    Birmingham (2.85%)
6.    Manchester (2.53%)
7.    Oxford (2.53%)
8.    Bristol (2.34%)
9.    Nottingham (2.30%)
10.    Cambridge (2.27%)

Cities providing the best customer service in the UK

When looking at the overall data, which considers retail businesses as well as many others, the study found Wells in Somerset had the highest percentage of positive customer comments, relative to the city’s overall total, with 26.9% of reviews mentioning any of the positive customer service phrases analysed in the study. Ripon in North Yorkshire came next (20.7%), followed by Chichester (19.9%).

Customer Services best cities

The city of Westminster had the highest overall proportion of customer service reviews where 2.42% of business reviews contained negative comments from customers, followed by London (2.41%), and Birmingham (2.3%).

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