Customer Satisfaction Infographic_Customer Satisfaction Infographic 1

SMG Customer Satisfaction Index

UK Retail & Restaurants 2011

Customers who receive good service spend 39% more

Were You Greeted When Entering?
No Yes

Average UK customer spend

35 30 25 20 15 10 5 0

30.28 26.63

Did You Receive Assistance?

No Yes

Average UK customer spend

35 30 25 20 15 10 5 0

32.47 23.36

UK retailers missing out on 45b due to poor customer service

Unsatisfied customers offer potential sales growth of up to 15%

SMG Customer Satisfaction Index in the UK rates 6.1 out of a possible 10

Urban areas are offering a reduced customer experience.

Overall Satisfaction 6.3 - 7.0 5.9 - 6.2 4.8 - 5.8 No Data

Customers are more likely to be greeted and receive assistance before 11am Effective problem resolution can build brand loyalty
Overall Satisfaction

Likelihood to Recommend

Likelihood to Return

Customer satisfaction mirrors the Personal Happiness Index 25-49yr old customers are the least satisfied with their shopping experience
Overall Satisfaction Receive Exceptional Service Friendliness of Staff

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