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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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