Smiling Report: The Smile and Add-on Sales decreased, while Greeting increased in 2021 compared to 2020

The pandemic has changed the way we see the world, the way we live and the way we act, and consequently our needs and purchasing behavior. Although most of our purchases are still done online, we are all eager to return to normality, enjoy our shopping experience in physical stores, regain our social skills and habits. Human beings are social by nature, have an inherent need to be around other people and receive pleasure from talking, meeting and greeting other human beings. While businesses are standing in line waiting for consumers to return, the provision of a pleasant and enjoyable customer experience is often the most important criterion for attracting and retaining customers.

The findings of the 2021 Smiling report, released by MSPA Europe/Africa in cooperation with Better Business Worldwide, presents very interesting findings based on data collected from around 31 million mystery shopping evaluations conducted in Europe/Africa, Asia/Pacific and America. The report analyses customer service data from evaluations conducted across a wide spectrum of industries. All information was gathered by mystery shoppers from professional mystery shopping companies that are members of the MSPA, the trade organization for mystery shopping professionals. Pulse Market Research has contributed to this report by conducting evaluations in Cyprus.

The findings of this very interesting report can be found below:
(download - press release as pdf file)

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