Local retail staff lack knowledge about the products they sell and are failing to meet customer expectations, according to the 2003 Consumer Satisfaction and Knowledge Survey.

Staff training needs to be considered, said Community Affairs Minister Dale Butler as he tabled a ministerial statement in the House of Assembly last Friday.

The survey polled 417 residents over a two-month period about their shopping habits and satisfaction with shopping in Bermuda. The report compared results from a similar survey taken in 2001.

The 2003 survey indicated that shoppers were consistently informed about products before they bought them, with 48.9 percent of the respondents indicating they knew a fair amount about the product, down from 51.4 percent in 2001 survey.

Bermuda's high prices topped the list of consumer dislikes, with 60.8 percent of respondents indicating concern over prices. Unhappiness with rude sales staff was a concern for 18.4 percent of those surveyed.

Mr. Butler added: "I am happy to note that with regards to complaints by consumers, retailers and service providers appear to be making some progress in meeting customer expectations. When customers expected a replacement, their needs were generally met."

Department stores generally performed best in after-sale services, he noted, with 78.8 percent of respondents indicating they received good service.

Lowest on the consumer-satisfaction scale was the quality of goods when compared to the price, but there was some improvement over the 2001 survey, noted Mr. Butler.

Residents, however, were still more inclined to shop overseas for their goods, with 88.5 percent of respondents stating they shopped overseas.