Local Businesses Rank High in Providing Quality & Service

think-localLocal businesses, which represent 56% of businesses used by U.S. internet users, provide a better customer experience over national chains, according to recent research.

Respondents cite how local outperforms national on service and quality:

  • 96% – better at personalizing service.
  • 91% – more trustworthy and better at treating them fairly.
  • 88% – better at customer service overall.
  • 86% – delivering quality work.

Respondents saw improvements for local businesses over the past 2 to 3 years:

  • 67% – website.
  • 54% – competitive pricing.
  • 49% – specials deals and offers.
  • 45% – customer service focus.

Respondents cite which factors set local businesses apart:

  • 57% – special offers for returning customers.
  • 38% – a website designed for mobile (% of U.S. mobile device users).*
  • 33% – the ability to book or request an appointment online.
  • 28% – online payment options.

For local businesses to remain at the top, they’ll need to continue providing a superb, personalized customer experience, offer competitive pricing and continually update their online presence.

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Source: Yodle-“Yodle Insights: What Consumers Want From Local Businesses”;
*BrightLocal; reported by eMarketer

 

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