George Grundmuller of the Chamber of Commerce Retail Sales Division has hit back at negative press following the Consumer Affairs Bureau survey on customer satisfaction with retail and customer services in Bermuda.

Mr. Grundmuller also suggested an annual survey with more in-depth analysis.

The Chamber yesterday responded to a story published in The Royal Gazette last Friday under the headline "Failing to deliver the goods," by saying: "Despite the negative headline, George Grundmuller...believes that the large majority of our members try very hard on every basis to satisfy their customers in a very difficult retail environment."

The statement also said he encouraged every member to apply "Best Business Practices" in their operations and to use a customer complaint as an opportunity to retain a customer for the future rather than to lose one.

The statement said: "While we are concerned by some of the findings in the survey, we believe that for the most part our staff strives to be knowledgeable, helpful and polite. Only the right combination of quality merchandise and good customer service fosters customer loyalty and long-term success.

"There is no question that local retail is in a challenging economy and that adjustments and improvements must be made."

The statement added: "The Retail Division of the Chamber of Commerce believes that an annual survey may be useful with more in depth analyses and measured sampling to obtain a greater understanding of customer expectations both on-Island and overseas."

The Chamber has also arranged a special meeting of the Retail Division to share information with Karen Marshall of the Consumer Affairs Bureau.