Many of today's businesses have a presence in more than one medium, but focus their resources and efforts in customer management in one direction. While most market research vendors are limited to data collection in one area or another, National Shopping Service can design a strategy that takes all of these channels into account, covering all of your "people".

Maintaining and increasing customer loyalty is a complex process that requires the intricate choreography of a number of varying strategies specifically tailored to each individual communication medium. Using covert quantitative personal reporting, digitally enhanced visual and audio assessments, interviewing, as well as custom browsers for tracking online behavior, NSS is capable of analyzing and assimilating data in order to give management the ability to see important trends and patterns cutting across more than one customer contact point. To truly leverage the opportunities for improvement that exist in your organization, management must be able to combine diagnostic tools from more than one marketing paradigm.

Typical Interactive Customer "Touch-Points":
These are the critical windows of experience that a customer uses to judge their satisfaction with a brand and its representatives...

1. In-Person
2. Phone
3. Online

We allow you to monitor any or all of these touch points for performance indicators and thresholds that your company values. Integration of multiple solutions allows management to consult ONE information portal for real-time statistics on their current customer and employee feedback statistics.

Leverage existing customer data...
Online, integrated customer experience management provides the ultimate flexibility and power in analyzing your performance levels. These solutions can also be integrated with existing customer relationship management data collected internally by your company. That means we can leverage your existing customer service investments by incorporating data and other resources from legacy customer support systems into your current NSS solution.

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One size does not fit all.
Our mission is to serve as a catalyst for creating value by integrating and implementing business strategy through people. We become intimately involved with our clients' growth, development and deliver dynamic support for the work force as well as management. Our long-term relationships are earned through a dedication to understanding our clients' businesses and consistently delivering value.

We offer a spectrum of involvement levels to satisfy a wide range of cost and benefit considerations.

Take a "Test-Drive"...
Start with low-cost pilot program before investing significant resources in any one solution.

Programs in all flavors that can be further tailored to your particular situation...
With unlimited customization and scalability, so you can "grow as you go", our flexible programs allow you to integrate any number of our customer and employee solutions to deliver a complete "suite" of services that address your company's most current concerns and initiatives.

Customer Research/Mystery Shopping (Solution "Levels")

1. [LOW INVOLVEMENT] ..."OpinionWeb" - from setup to collection to analysis, this quick to setup, quick to modify tool allows even the smallest business to analyze their customer service initiatives.
   • no quotas
   • client has full control thru online wizard (setup to tracking/maintenance)
2. [MEDIUM INVOLVEMENT] ...Traditional Mystery Shop (low volume CARE system, minimum features)
3. [HIGH INVOLVEMENT] ...Advanced Research - Digital Features, High-Involvement Reporting, or Multi-Channel Customer Assessment
   • Photos and/or Movies and/or audio available online
   • Phone and In-person survey
4. [SPECIAL INVOLVEMENT]...Audit/Inspections - Environmental Inspections, Surveillance, and/or Qualitative Research
   • Uniformed Inspections
   • Procedural Audits, Product Placement, Regulatory Assurance
   • Intercepts
   • Focus Groups
     
     

Employee Support (Solution "Types")

• Background Screening
• Employee Feedback
• Employee Recognition and Incentives
• Exit Interview

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Customization in all aspects of program:

• advanced report/survey design support
• version management for homogenous tracking and comparisons of dynamic reporting infrastructures
• ability to handle frequent changes and emergency initiatives without a hassle
• ad hoc reporting
• advanced data mining for specific marketing or other management priorities
• specialized delivery/publishing/export formats (summaries, individual reports, tracking data)
• seasonal or other short-term programs in concert with main program
• extra correlated indirect reporting including demographic/household/business profiling

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National Shopping Service has been at the forefront of Web-based applications for research since the advent of the Internet. As a company, NSS has developed and hosted over 50 custom online corporate customer and employee management systems. These systems collect, process, analyze, and deliver individual reports in any format as well as advanced summaries utilizing advanced visual statistical modeling incorporating both direct and indirect research.

Because of the significant advances in business technology and the internet's influence on mainstream economy, we have spent significant efforts to focus our research and development on web based technologies relating to the industry.

This dedication to the latest technology assures that your Web-based application, whether data collection, reporting or project management, will have the following advantages:

• High-speed access – the key to having a responsive Web site
• Dedicated Website/Intranet – secure information sharing/viewing
• Extensive firewall protection – reduces the risk of unauthorized entry
  
• Built-in redundancy – in the event of a failure, your data is protected
  
• 24/7 monitoring – your site is checked every 10 minutes to ensure peak performance
  
• To learn more about our Web-based research, click here.

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