Research shows that friendly service, accompanied by a smile, creates an immediately friendlier encounter between a business and the customer.
June 1, 2006 (Press Release) --
ROCKLIN, CA; June 1, 2006 – When it comes to service-with-a-smile, the United States – and North America – still holds its own in the international retail market, with room for improvement.
A worldwide survey compiled by the International Mystery Shopping Alliance (IMSA) from a variety of mystery shopping sources – including National Shopping Service – credits the American work force with offering a smile to 90 percent of its customers.
Overall, North America leads with 90 percent, followed by Europe at 75 percent. Of the 241,908 U.S. mystery shoppers polled, 218,389 responded that they were welcomed with a smile. In Canada and Mexico, smiles were offered 78 percent of the time.
U.S. workers fared the best in the financial world, registering a 92 percent success margin. Americans working retail offered smiles to 88 percent of its customers and 93 percent of those in the hospitality field did the same. The lowest score for U.S. workers was 72 percent in beauty salons/spas.
“A smile is a universal unspoken language that speaks volumes,” Matt Wozniak, President and CEO of National Shopping Service, explained. “It instantaneously and strongly communicates ‘Yes.’ It communicates genuine interest, happiness, health and a sense of well-being.”
Wozniak continued, “The physiology of smiling actually creates a biochemical result, activating neuro-hormones, endorphins and nitric oxide to make you feel great. So smiling can actually make you, and those around you, happier and healthier.”
In Europe, workers from Sweden lead in this category, offering a smile to 91 percent of its customers -- a 93 percent clip in the hospitality industry and 90 percent in retail, the only two areas they were surveyed.
Mystery shoppers in the Asia/Pacific region of the survey reported receiving a smile only 55 percent of the time. While hotel workers in the Asia/Pacific region offered smiles to 88 percent of its customers, that number was significantly lower for workers in the quick service restaurant (32 percent) and hospitality (36 percent) industries.
Workers in the Asia/Pacific markets had outstanding marks at amusement parks (77 percent) and golf courses (83 percent), but registered only 28 percent in the retail category.
Of the American businesses evaluated by National Shopping Service, beauty salons and spas recorded the fewest smiles – 72 percent (557 of 772). The highest percentage came from those working in jewelry/accessories (93 percent) and cosmetics (91 percent).
A worldwide survey compiled by the International Mystery Shopping Alliance (IMSA) from a variety of mystery shopping sources – including National Shopping Service – credits the American work force with offering a smile to 90 percent of its customers.
Overall, North America leads with 90 percent, followed by Europe at 75 percent. Of the 241,908 U.S. mystery shoppers polled, 218,389 responded that they were welcomed with a smile. In Canada and Mexico, smiles were offered 78 percent of the time.
U.S. workers fared the best in the financial world, registering a 92 percent success margin. Americans working retail offered smiles to 88 percent of its customers and 93 percent of those in the hospitality field did the same. The lowest score for U.S. workers was 72 percent in beauty salons/spas.
“A smile is a universal unspoken language that speaks volumes,” Matt Wozniak, President and CEO of National Shopping Service, explained. “It instantaneously and strongly communicates ‘Yes.’ It communicates genuine interest, happiness, health and a sense of well-being.”
Wozniak continued, “The physiology of smiling actually creates a biochemical result, activating neuro-hormones, endorphins and nitric oxide to make you feel great. So smiling can actually make you, and those around you, happier and healthier.”
In Europe, workers from Sweden lead in this category, offering a smile to 91 percent of its customers -- a 93 percent clip in the hospitality industry and 90 percent in retail, the only two areas they were surveyed.
Mystery shoppers in the Asia/Pacific region of the survey reported receiving a smile only 55 percent of the time. While hotel workers in the Asia/Pacific region offered smiles to 88 percent of its customers, that number was significantly lower for workers in the quick service restaurant (32 percent) and hospitality (36 percent) industries.
Workers in the Asia/Pacific markets had outstanding marks at amusement parks (77 percent) and golf courses (83 percent), but registered only 28 percent in the retail category.
Of the American businesses evaluated by National Shopping Service, beauty salons and spas recorded the fewest smiles – 72 percent (557 of 772). The highest percentage came from those working in jewelry/accessories (93 percent) and cosmetics (91 percent).
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