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.

How it Works

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).

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.

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.

3. Implementation

Launching and operating the solution, as well as measuring progress and providing ongoing support and refinement.

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.

Features and Options

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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