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• Mystery Shopping
• Customer Feedback Surveys (IVR and IWR)
• Competitive Intelligence
• Call Center Surveys (CATI)
• Joint-Method Program

Back to the Top Mystery Shopping

View your operational performance from your customers’ perspective with a mystery shopping program tailored to your specific needs.

• In person, over the phone, or on the Web.
• Large shopper database with national coverage
• 100% of shopper reports reviewed for quality and accuracy

Benefits:

• Improve compliance with operational standards such as customer greeting, up-selling and cleanliness
• Pinpoint areas where additional training is required
• Highlight best practices and identify opportunities

Back to the Top
Customer Feedback Surveys (IVR and IWR)

Our customer feedback surveys allow you to capture customers’ thoughts, attitudes and perceptions.

• Interactive Voice Response (IVR) – Customers complete a survey using their phone by dialing a designated 800-number listed on a transaction receipt or other promotional material.
• Interactive Web Response (IWR) – Customers complete a survey on the Web by visiting a designated website listed on a transaction receipt or other promotional material.
• Survey delivery and response capture in multiple languages

Benefits:

• Understand customers’ perceptions versus their expectations
• Cost-effective way to track overall customer satisfaction
• Identify emerging issues that are important to your customers

Back to the Top Competitive Intelligence

View your competitors’ operational performance from a customers’ perspective with a mystery shopping program tailored to your specific needs.

• In person, over the phone, or on the Web.
• Large shopper database with national coverage
• 100% of shopper reports reviewed for quality and accuracy

Benefits:

• Compare your operational performance with that of your competitor(s).
• Leverage competitive information to improve on areas in your operations where your competition is falling short.
• Identify industry trends that may positively or negatively affect your business.

Back to the Top Call Center Surveys (CATI)

Provided a list of your customer, we can call your customers directly to capture their thoughts, attitudes and perceptions.

• Use Computer Assisted Telephone Interview (CATI) methods of gaining feedback.
• Survey a statistically relevant sample of your total customer population.

Benefits:

• Understand customers’ perceptions versus their expectations
• Perceived as a proactive effort to understand your customers
• Identify emerging issues that are important to your customers

Back to the Top Joint-Method Program

Answer the questions: How do our company standards correlate to actual customer satisfaction?

• Use standards-based information (Mystery Shopping) along with customer satisfaction information (IVR/IWR/Call Center Surveys)
• Same respective features and benefits as listed for each product

Benefits:

• Side-by-side reporting of results
• Identify operations standards that do not align with your customers expectations
• Receive actionable qualitative and quantitative information through a single program
• Align your marketing and operations functions by combining information that is useful to both departments