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What Is It?
The SRI™ is a consumer poll that rates companies' behaviors around retention practices to recover customers at the point of service failure.
The SRI™ also marries nicely with a service AboutFace™ conducts for clients to help them measure and improve their effectiveness in this critical and unattended area of service delivery.
What Is It So Important?
"Service recovery is actually the entry point to true, embedded loyalty, a real opportunity, not an annoying, painful ordeal people have to tolerate. Companies that understand and systematically capitalize on these moments turn lemons into lemonade and create brand infatuation which leads to customers for life."
Paige Hall, CEO AboutFace™
No matter how exemplary frontline team members are, 
they cannot always recover business and customers with human kindness alone. There are two fundamental areas to loyalty-led service recovery, and an organization must have specific competencies and commitments in both:
Bottom line, companies need to have a strong service recovery strategy to keep customers and increase loyalty, which equals less turnover and higher revenues.
If you would like to take a quick and simple self-assessment to rate your organization's current capabilities, use this printable PDF.
What Should Happen When an Organization Scores High?
Based on the most recent results of the SRI™, companies need to perform well in the following categories:
Who Created The SRI™?
The SRI™ was designed by Paige Hall, Founder and CEO of AboutFace™, in cooperation with Rexer Analytics.
Learn More?
If you're interested in receiving a copy of the SRI™ when it is released, please fill out this quick notification form.
