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F.Hinds Places 6th In High Street Happiness Survey

Posted on: 13/11/2013

A recent survey that explored levels of customer satisfaction provided by the UK's top fifty high street brands has placed F.Hinds in a creditable sixth place, ahead of H. Samuel (15th) - the top spot was taken by Beaverbrooks.

Sixty XCell field agents visited ten high streets across the country over a two week period assessing their visits against a key metric grid. A net promoter scoring system was used to measure a variety of factors that included the standard and level of service and the emotional response between the customer and the member of staff that served them, from which a happiness ‘quota’ could be assigned.

Fourteen different high street sectors were surveyed such as newsagents and stationers, mobile phones, banks, charity shops, beauty, petrol, discounters, clothes and convenience stores as well as jewellery and watches.

“As jewellery can be such an emotionally loaded and important purchase, F.Hinds can learn so much from surveys like this”, said Andrew Hinds (Director). “The emotional connection and ‘feel good’ factor of our customer’s interaction is hard to capture; coming sixth lets us know we are doing well, but could do better.

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