Service is a top priority in many furniture stores. A major investigation revealed strengths – in addition to the competent staff – above all the range and the branch environment.
The industry results are impressive. This is shown by a test by the German Institute for Service Quality in 16 furniture store chains. The testers from the German Institute for Service Quality noticed the specialist knowledge of the furniture store employees, who answered all customer questions correctly, very positively.
The employees also give advice in a way that is understandable and are friendly and motivated. Complaints are also often dealt with in a professional and customer-oriented manner. However, the test also reveals potential for improvement: In more than a third of the cases, the customer’s needs are not specifically asked, which means that the advice is sometimes too superficial and not very individual. In addition, the furniture experts only present product alternatives in just over every second conversation.
A visit to a furniture store can be a test of patience: on average, it takes more than five minutes for an employee to be available for advice. An active offer of help by the employees is omitted in almost half of the tests.
The opening hours can also be improved: the branches are open for an average of nine hours on weekdays, although the time window for a visit is sometimes significantly shorter on Saturdays of all days. Markus Hamer, Managing Director of the German Institute for Service Quality, takes stock: “In addition to the mostly convincing employees, the furniture stores can also score points with the very wide range of products and the inviting shopping atmosphere. The furniture discounters also have compared to the preliminary study improved their service quality.”
With the quality rating “very good”, Porta emerged as the test winner from the service study. The friendly, motivated employees specifically inquire about customer needs and also react professionally in the event of a complaint. In addition, they always give correct and structured advice in the test and ensure a pleasant atmosphere for the conversation. A very wide selection of different product groups and styles as well as short waiting times at the checkout round off the positive overall picture.
Möbel Kraft came in second (quality rating: “very good”). The furniture store chain scores with the best offer thanks to a very large variety of furniture of different materials and styles. In addition, the tested branches convince with a barrier-free environment and a clear presentation of the goods. In the consultations, interested parties receive correct and comprehensible information.
Schulenburg is in third place, also with the quality rating “very good”. The employees provide individual, needs-based information and point out a wide range of product alternatives. In addition, they provide clear and competent advice. A diverse range and clean, attractively designed branches also contribute to the positive performance.
The best furniture discounter in the test is Sconto with the quality rating “good”. In this category, Mömax takes second place ahead of Jysk (formerly Dänisches Bettenlager) in third place (both also with the quality rating “good”).
