The Service Management Group have today released the results of an in-depth customer service survey that they recently completed, with a survey sample of over 100,000 people its definitely one to take a look at and not to be ignored. It shows a direct correlation between customer happiness and revenue generation.
Here are some of the findings:
Spend was shown to increase by almost 40% when customers were engaged and assisted.
£45 Billion in missed sales due to poor customer service.
Service levels drop throughout the day, directly impacting service.
London performs worst, with customers outside the capital considerably happier (although hardly ecstatic).
Men are more likely to complain.
Woman are generally happier and more likely to recommend and report a better experience.
The full survey including in-depth analysis of the results and methodology can be found at http://www.slideshare.net/ServiceManagementGroup/smg-customer-satisfaction-index-uk
If you would like to talk about customer service, employee engagement or IT consultancy we would be delighted to talk to you.