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Championing the Customer Experience
SMG has analysed feedback from 108,048 genuine UK retail and restaurant customers during 2011 to measure how customer satisfaction impacts sales and brand loyalty. This data has been used to create the SMG Customer Satisfaction Index, gauging how well UK retailers are faring across the country.
| Discover rich insights in SMG's report, UK Customer Satisfaction Index – Championing the Customer Experience. The UK High Street is experiencing a period of flux with the proliferation of e-commerce, store closures and a double-dip recession. Retailers, restaurateurs, industry bodies and the Government alike are urgently searching for answers.
The SMG Customer Satisfaction Index measures the customer experience; the impact of friendliness of staff; availability of assistance and problem resolution; and then calculates responses into an overall value. The SMG Customer Satisfaction Index in the UK has a score of 6.1 out of a possible 10. | 
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