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Local SMEs excel at customer service
A new survey has found that people in the UK believe that independent, locally-owned businesses - like the majority of painting and decorating firms - provide better services. What's more, the research has also found that customers are willing to spend more with firms which offer good customer service.
The results support those found in a recent report that Dulux Trade conducted as part of its Trade and Trusted campaign. It found that Britons prefer to conduct business with companies that are set up and run by people from their local area.
The new research, carried out for financial services company, American Express, compared respondents' views on customer service from several countries around the world. It found that consumers in the UK are most likely to trust small, local businesses to provide them with expert advice and listen to their needs.
Better still, two thirds of those surveyed in the UK said they would be willing to pay more for services from businesses they trust to provide great advice and knowledge. Moreover, 94 per cent stated that a good customer experience was an important factor in choosing to use the business again.
Simon Chrisp, head of customer service at American Express, said: "When customers know that a company is listening to them and addressing their needs, they will not only spend more - they will spread the word to others as well. Great customer service is great business. In the UK more than one in five people have said that they would simply refuse to do business with a company that provides poor service."
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