Better Business World Wide is for the 11th year compiling data from Mystery Shopping Providers in Africa, Asia, Europe, North- and South America, to the Smiling Report, which includes customer service data from evaluations conducted across a spectrum of industries gathered by mystery shoppers’ in professional mystery shopping companies that are members of MSPA.
The summary for the year 2014 is based on answers to more than 1.7 million questions covering Smile, Greeting and Add-on sales in 69 countries.
Overall 80% of the customers received a smile, 87% were greeted while only 52% received an add-on sales suggestion.
The aggregated scores for greeting is just about the same as previous year, but smile and add-on sales is lower than previous year. However there are big differences between continents, countries and industries.
Smiling
Ireland is at the top of the Smiling ranking with 97%, followed by Greece and Puerto Rico with 93% and Lithuania with 92%.
At the bottom of the list of smiling countries, we find Slovenia 46%, South Korea 47%, Hong Kong 48%, Macau 55% and Croatia 56%. The largest improvement was made by China, they increased from 58% in 2013 to 86% in 2014.
Highest scoring continents were North America with 84%, South America 83% and Europe 82% and lowest scoring continent was Africa with 69% while Asia had 75%.
Highest scoring industries were Health & Beauty and Automotive with 86% and Finance 84%, while the lowest was Transport with only 48% smiling.