New research report analyses impact of customer service across the UK on brand loyalty and sales
12 June 2012, London, UK – Customers who experience positive staff interaction and assistance will spend on average 39 per cent more than those who are not helped or greeted.
The research, which surveyed over 100,000 genuine UK retail and leisure customers in 2011, found that the average spend jumps from £23.36 per person by those who do not receive assistance, to £32.47 for those that are helped by staff.
SMG has found that British retailers are missing out on as much as £45.38 billion each year in sales. Retailers that master customer service are likely to attract a bigger portion of the “floating pound” in sales over poorer performing competitors.
Check out the report at www.smg.com/customerindex