50 BCBusiness september 2015
and finding something for my daughter.
It's too noisy, it's too crowded—it's difficult
to figure out who's an employee and who
isn't. It's getting difficult to navigate your
way and find those sweaters." If you're not
really careful with these sorts of customers,
says Canseco, they'll start to do everything
online—and then it's going to be tough to justify a
bricks-and-mortar presence.
Those under the age of 55, on the other hand, tend
to be more forgiving of mediocre service, especially
those under the age of 34. "The 18-to-34
demographic is far more likely to have expe-
rienced working in service at some point in
their life. We all had student loans. We all
had to work at Starbucks," says Canseco,
pointing to the landmark 1990s film Clerks
as a turning point for this generation. "That
was the moment when the service industry stopped
caring. 'Yeah, I'm here, I'm at this video store. But I
don't really want to be here. I want to be a famous
director. I want to be a model.'" As Canseco sees it, if
2015 BCB
COnSuMer
repOrt
the
Is service getting
better or worse?
All things considered, would you
say the quality of service that you
experience is better, the same or
worse than five years ago in each of
these cases?
O
v
e
r
a
l
l
r
e
S
U
lT
S
11% ........ better
67% ....... the same
22% ....... Worse
1% .......... not sure
10%........ better
52% ....... the same
37% ....... Worse
1% .......... not sure
10%........ better
43% ....... the same
46% ....... Worse
1% .......... not sure
18% ........ better
71% ........ the same
10%........ Worse
1% .......... not sure
14% ........ better
68% ....... the same
16% ........ Worse
2% .......... not sure
15% ........ better
68% ....... the same
15% ........ Worse
2% .......... not sure
15% ........ better
55% ....... the same
27% ....... Worse
3% .......... not sure
12% ........ better
37% ....... the same
48% ....... Worse
3% .......... not sure
14% ........ better
35% ....... the same
46% ....... Worse
5% .......... not sure
49% ....... better
29% ....... the same
1% .......... Worse
22% ....... not sure
37% ....... better
39% ....... the same
4% .......... Worse
20% ....... not sure
25% ....... better
34% ....... the same
8% .......... Worse
34% ....... not sure
aT a STOre aT a reSTaUraNT dealiNg wiTh a cOmpaNy
Over The phONe
USiNg aN e-cOmmerce
webSiTe
reSUlTS by age
better
the same
Worse
not sure
52%
69%
1% 2%
10%
15%
14%
37%
18-34
35-54
55+
aT a STOre aT a reSTaUraNT
18-34
35-54
55+
