smg customer satisfaction index uk infographic
DESCRIPTION
SMG Customer Satisfaction Index - UK report analysing impact of customer service in retailers on sales and brand loyalty.TRANSCRIPT
SMG Customer Satisfaction IndexUK Retail & Restaurants 2011
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Urban areasare offeringa reducedcustomerexperience.
SMG Customer SatisfactionIndex in the UK rates 6.1 outof a possible 10
Customers who receive goodservice spend 39% more
Effective problem resolutioncan build brand loyalty
Customer satisfaction mirrorsthe ‘Personal HappinessIndex’ 25-49yr old customersare the least satisfied withtheir shopping experience
Overall Satisfaction
Receive Exceptional Service
Friendliness of Staff
6.3 - 7.0
5.9 - 6.2
4.8 - 5.8
No Data
Overall Satisfaction
No Yes
Were You Greeted When Entering?
Average UK customer spend
£26.63
£30.28
£23.36
£32.47
No Yes
Did You Receive Assistance?
Average UK customer spend
Overall Satisfaction
Likelihood to Recommend
UK retailers missing out on £45b due to poor customer service
Likelihood to Return
Customers are more likely to be greetedand receiveassistancebefore 11am
Unsatisfied customersoffer potential sales
growth of up to 15%
Customer Satisfaction Infographic_Customer Satisfaction Infographic 11/06/2012 13:14 Page 1