Infographic-Unlocking Customer Satisfaction: Why Digital Holds the key for Telcos.
SMG Customer Satisfaction Index UK infographic
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SMG Customer Satisfaction Index UK Retail & Restaurants 2011 0 £5 £10 £15 £20 £25 £30 £35 0 £5 £10 £15 £20 £25 £30 £35 ©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. Urban areas are offering a reduced customer experience. SMG Customer Satisfaction Index in the UK rates 6.1 out of a possible 10 Customers who receive good service spend 39% more Effective problem resolution can build brand loyalty 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 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 greeted and receive assistance before 11am Unsatisfied customers offer potential sales growth of up to 15% Customer Satisfaction Infographic_Customer Satisfaction Infographic 1
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SMG Customer Satisfaction Index - UK report analysing impact of customer service in retailers on sales and brand loyalty.
Transcript of SMG Customer Satisfaction Index UK infographic
SMG Customer Satisfaction IndexUK Retail & Restaurants 2011
0
£5
£10
£15
£20
£25
£30
£35
0
£5
£10
£15
£20
£25
£30
£35
©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.
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
