Saturday, January 26, 2002
What's the Buzz?
Kmart ranks low in shopper esteem
If consumer dissatisfaction is a reliable indicator, Kmart Corp.'s bankruptcy filing last week came as no surprise.
According to consumer comments gathered by PlanetFeedback of Cincinnati, Kmart consistently was ranked by consumers as the worst of the nation's five big mass merchandisers in 2001.
Of all consumer communications to Kmart through PlanetFeedback's Web site (www.planetfeedback.com) in December, 83 percent were complaints, up from 67 percent last January. Almost 32 percent of Kmart shoppers providing feedback considered themselves “at risk” of switching to another store, compared with 21 percent of Wal-Mart shoppers and 20 percent of Target shoppers.
Among consumers' biggest gripes: Unhelpful staff, long checkout waits, unavailability of advertised items, laid-away items that couldn't be found and, in the case of one shopper, dressing room lights going out 30 minutes before the store closed.
— James McNair
Have a tip about a Tristate company that should be included in our Buzz? Call 768-8147 or e-mail business@enquirer.com.
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