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SMG Customer Satisfaction Index UK infographic


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SMG Customer Satisfaction Index - UK report analysing impact of customer service in retailers on sales and brand loyalty.

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SMG Customer Satisfaction Index UK infographic

  1. 1. 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 £30.28 £20 £26.63 £15 £10 £5 0 Did You Receive Assistance? No Yes Average UK customer spend £35 £30 £25 £20 £32.47 £15 £23.36 £10 £5 0 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 ©Service Management Group, Inc. and/or Service Management Group Ltd. “SERVICE MANAGEMENT GROUP®” and related trademarks are trademarks of Service Management Group, Inc., and are used under licence.