Mystery Shopping Providers around the world have participated in the Smiling Report 2009 which compiles customer service data from evaluations conducted across a spectrum of industries. The summary for 2008 includes answers to more than 2.5 million questions covering Smile, Greeting and Add-on sales in 66 countries.
Smiling 2008 was 77% compared to 82% in 2007 and 87% in 2004. The highest smiling country was Indonesia with 98% and the lowest was Pakistan with 44%. The best smiling industries were Health & Beauty Care and Transport with 86% and the lowest scores were in B2B with only 52%. Greeting 2008 and 2007 was 81% compared to 88% in 2004. The highest greeting countries were Indonesia and Hong Kong with 98% and the lowest was Morocco at 48%. The best greeting was found in Government services with 94% while B2B had 70%. Add-on Sales scores have always been much lower than smile and greeting. In 2008 it was 45% which is the same as in 2004. The score has been a bit better in 2005 51%, 2006 56% and 2007 48%, but now when sales is even more important it has dropped back to 45%. Highest sales score was in Pakistan with 82% and lowest is Finland with as low as 3%. B2B had the highest scores for add-on sales 65% while Leisure had the lowest with 40% Big gap between the Continents Australia had highest scores of all continents, in Smiling 89%, Greeting 92% and Add-on Sales 58%. Africa had the lowest scores of all continents, in Smiling 61%, Greeting 51% and Add-on sales 33%.
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