You’re standing at the supermarket checkout, frantically trying to pack
your weekly groceries alone, at the same time fumbling for your purse. The
assistant, meanwhile, does nothing to help, just sits glaring at the queue that’s
growing behind you. If it sounds familiar, you won’t be surprised to learn that
5 British people moan on average to no less than 13 friends about bad shop
assistants. But if poor service is increasing, it could be because, as a nation,
we’re the least likely to make a fuss about it.
Now big stores are turning to Chequers, a company which sends bogus
shoppers –- women known as Checkmates –- into shops to test out service.
10 Chequers’ reports go back to the stores, some of which have launched new
staff training programs in an effort to improve matters.
You’re standing at the supermarket checkout, frantically trying to packyour weekly groceries alone, at the same time fumbling for your purse. Theassistant, meanwhile, does nothing to help, just sits glaring at the queue that’sgrowing behind you. If it sounds familiar, you won’t be surprised to learn that 5 British people moan on average to no less than 13 friends about bad shopassistants. But if poor service is increasing, it could be because, as a nation,we’re the least likely to make a fuss about it. Now big stores are turning to Chequers, a company which sends bogusshoppers –- women known as Checkmates –- into shops to test out service.10 Chequers’ reports go back to the stores, some of which have launched newstaff training programs in an effort to improve matters.
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