METRICS AND AUDITS
Unidentified evaluations carried out by ordinary people – customers or prospects of the evaluated services – whose objective is to: verify if the company’s standards are being complied to, identify benchmarks (evaluation of the competition), evaluate the effectiveness of the frontline staff training, evaluate the efficiency of the sales attempts, among others.
Checks carried out by trained auditors whose aim is to identify company noncompliances, especially the physical and operational aspects.
RESEARCH AND CONSULTING
Understand and measure the degree of customer satisfaction in relation to experiences undergone with a company and investigate the reasons and sources of dissatisfactions, in order to set procedures that should be implemented to ensure that the customer experience is perfect and consequently increase their loyalty and the return on investment.
Measure employee engagement with the company and service standards so as to better understand and clarify the connection between employee satisfaction and customer satisfaction, aiming to identify risk areas for the business.
Identify customers’ current journey in order to understand how they perceive, name and evaluate each step of the services, as well as identify what are the current facilitators and bottlenecks, in their emotional and rational dimensions, always comparing and contrasting with the perception employees have of this journey .
Global association that currently has over 400 companies providing Mystery Shopping services
Global organization dedicated to the Customer Experience theme.