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