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Get your free copy09 March 2016, 12:48 PM
- According to recent research carried out by truRating, customers who have received good service at independent retailers will spend up to 84 per cent more than dissatisfied customers
The research showed that the average transaction value at an independent, £29.41, can rise to £53.98 if the customer had a positive shopping experience.
The research also looked into the correlation between spend and repeat custom, and found that customers who spent more on a visit were more likely to return.
Georgina Nelson, CEO of truRating said, “The correlation between exceptional service and spend is clearly strong, and these numbers really highlight the benefit of getting it right every time. It can be tricky to see what’s working and what’s not when you are busy running a business – it could be small things that are affecting customer satisfaction, but retailers might not have the time to step back and see the areas where improvements, if made, would have a really positive impact.
“If you can identify the times of the week your customers are happiest and spend more, then you can start to see why that might be. Is it because you have a better ratio of staff to customers on those days, is it because the knowledge of those staff is better, or is it because your stock is replenished on those days? Getting access to the right insight can help you uncover the blind spots in your business and then focus your attention on changes that will make a difference for you and your customers.
