Customer experience is no longer just about service quality. It’s about how consistently you deliver – and how effectively you convert interactions into business outcomes. Where does Cyprus stand compared to the global average?
The Smiling Report is one of the largest global benchmarks in customer experience, based on mystery shopping evaluations conducted across multiple industries and markets worldwide. It provides structured insights into how customer interactions impact both customer satisfaction and business performance.
The latest Smiling Report 2026, published by MSPA Europe/Africa in collaboration with Better Business Worldwide, draws on one of the world’s largest customer experience databases, covering 36 countries and more than 600,000 customer interactions in 2026 alone.
As an MSPA member, Pulse Market Research is proud to have contributed once again to this important global study.
The findings show that Cyprus stands out in the human side of customer experience, recording stronger Smile and Greeting scores than the global average. At the same time, the average score on Add-on Sales, highlights a missed opportunity, in building on such interactions to support growth and maximize customer value.
Organizations that balance customer connection and operational excellence achieve the strongest long-term results.
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