Subscribe to Jeremy's blog to hear his thoughts on the retailing industry.
Read success stories from
Connect with SMG clients
at The Forum.
SMG Insights e-newsletter,
for the latest industry news,
trends and tips.
Check out SMG US to find
out more about our work in
the United States.
Championing the Customer Experience
In 2012, Service Management Group (SMG), a customer insight agency, collected
opinions, views, and purchasing behaviour from 359,000 consumers. The resulting
data has been used to create the comprehensive SMG Customer Satisfaction Index,
gauging the customer journey across the UK.
Are you being served? Staff hold the key to retailer survival.
SMG’s latest Customer Satisfaction Index reveals that staff assistance has the biggest impact on the customer experience, highlighting the possibilities and challenges facing the retail sector to improve customer service and staff motivation.
In-store staff behavior is directly related to customer satisfaction. Explore this and other key findings and recommendations in SMG’s analysis of feedback from 359,000 consumers in 2012. The resulting data has been used to gauge the customer journey across the UK.
Click to download.
© 2014 Service Management Group, Inc. All Rights Reserved. “SERVICE MANAGEMENT GROUP®” and related trademarks are trademarks of Service Management Group, Inc., and are used under license. Privacy Statement | Site Map