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SOLUTIONS |
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 CUSTOMER
RESEARCH |
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Immediate benefits can
be seen after implementing a tailored mystery shopping, survey, merchandising,
or customer research program. Benefits continue to accrue long after the program
has begun...
- Determine customer satisfaction
and improve perceived levels of service
- A customer's view of your business
will help you increase profit
- Report competitive strengths
and weaknesses
- Confirm the integrity of employees,
company procedures and internal controls
- Supports an incentive program
that will boost employee productivity & loyalty
- Identifies problems whether
large or small
- Targets your limited training
resources
Our Customer Research
programs are specially targeted to produce benefits in the areas you need most.
Some companies institute programs to identify customer
needs, opinions, and general satisfaction and then use that information
on an on-going basis to better market their products
and focus their resources. Companies may also have
a need to identify problems with employee integrity
such as skimming the till, dealing under the table, or inaccurate revenue share
reporting. Whether targeting healthy or unhealthy aspects of your business, a
consistent program can provide invaluable information with regard to how your
business is functioning as a whole. This allows you to restructure as your business
grows and develops. |
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How it Works |
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The following are the generalized steps
involved in building a successful brand and customer awareness program from data
collection to knowledge distribution.These techniques yield measurable data that
is suitable for statistical analysis (quantitative).
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1. Research and Diagnosis
Identifying and analyzing performance goals and areas of focus for current initiatives.
Identify differences between how people or organizations are performing today
and the desired level of performance, plus the factors influencing current performance.
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2. Solution Design
Creating and putting in place a series of accountability and recognition systems
to improve performance, and thus close or eliminate the gaps targeted in goals. |
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3. Implementation
Launching and operating the solution, as well as measuring progress and providing
ongoing support and refinement. |
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4. Evaluation and Interpretation
Measuring and evaluating the impact of the initiatives and using the information
gathered from the data produced by programs to compare with expectations and initial
goals. Adjust solution and goals as necessary to allow for environmental, seasonal,
or other marketplace forces including revelations deduced from solutions.
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Features and Options |
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No matter what your business needs are, a program
can be designed to evolve as you grow and change to meet your on-going requirements....
A "traditional" mystery shop includes an in-person visit to one or more
of a business's locations. These assessments are typically discrete question responses
along with the correlated point values, as well as some narratives for clarification.
However, due to advances in technology as well as evolving customer service requirements,
the ability to gather data and other materials relating to a customer's experience
have been significantly increased.
1. In-Person Assessments
- Text based Report with questions, points, and some narrative
- Digital Video or Photographs are included
for clarification of assessment circumstances
- Digital Audio can be captured to provide
a more verbatim analysis of a customer's experience
2. Phone Surveys
- Text based reporting to describe phone experience
- Digital Audio can be captured to provide a more verbatim analysis of
a customer's experience
3. Online Channel Assessment
- Special Behavioral Browser guides user to online assessment objectives,
asking appropriate questions, collecting data, and tracking and interpreting the
moves the user makes while navigating your site.
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