TELL ME MORE ABOUT THE PROGRAMS

Reports will be tabulated based on a variety of programs based on your special areas of interest.  Some of the previously mentioned programs are described in more detail below.

Mystery shopping
Researchers will visit your locations and transact business as “normal” customers.  The researchers will follow specific scenarios set for them and make detailed observations about the services received.  The researcher will complete the specially designed questionnaire upon leaving the location.  The number of visits, the questionnaire, and the scenario used are all predetermined for the researcher.  Researchers are certain not to call attention to themselves, and are trained to provide fair, consistent and complete information about your business.

Some of the things a retail chain may be interested in evaluating and measuring could include:

n  sales and service performance
n  comparison shopping
n  price tracking
n  tracking availability of sizes and styles
n  discrimination testing
n  merchandise return handling
n  product knowledge, etc.

Some of the things a restaurant chain may be interested in evaluating and measuring could include:

n  attitude
n  friendliness
n  service time
n  food quality
n  location condition
n  consistency of standards, etc.

There are countless things to be evaluated and measured for companies of all sizes in all industries.

Site Surveys
These programs are normally conducted in or around your business or in high traffic retail areas.  Researchers position themselves at specific locations and conduct friendly, professional interviews with the general public or with your customers.  Incentives may or may not be given to participants.  Researchers focus the discussion to specific questions to eliminate leading responses.  This focus ensures respondents will give answers and opinions that will be objectively and accurately reported.

Site surveys with the general public may be done for various reasons.  Some reasons may include: 
n  public perceptions
n  public awareness
n  perception of competition
n  input regarding possible new product offerings, etc.

Site surveys with your customers may be done for various reasons.  Some reasons may include:

n  immediate feedback on your performance while it is fresh in the customer’s mind.
n  overall customer satisfaction with your company.
n  product suggestions.
n  customer perceptions of your company.
n  input on possible new products.
n  customer retention studies, etc.

Telephone Mystery Shopping
Telephone mystery shopping may be designed for use to shop the general public, your customers, and your employees. The things evaluated and measured when calling the general public and your customers are similar to those in the site surveys. Some of the things that can be evaluated and measured when telephone shopping your employees include:

n  handling of complaints
n  courtesy
n  order placement
n  product knowledge
n  professionalism
n  sales skills
n  expediency, etc.
 
Employee Interviews
Employee interviews may be done in person away from the customer area in order to obtain views, opinions, and concerns of employees.  Employee interviews may also be done through written programs for employees to fill out in private.  A program can be designed to answer specific areas of interest for your company regarding employee view points. Some things that may be evaluated and measured include:
n  perception of management.
n  perception of your product and service offerings from those that sell it.
n  perception of how to improve your business as seen from the “front lines.”
n  areas to where training should be targeted, etc.
 
Comment Card Surveys
Comment card surveys may be done to evaluate and measure many of the things listed previously.   Comment cards are usually provided at the point of purchase location.  Incentives may or may not be given to encourage participation from customers.  An appropriate comment card survey can be designed specifically for the requirements of your company.  Comment card program benefits may include:

n  immediate uncovering of key customer issues.
n  measure trends in performance over time through consistent monitoring and data tabulation provided by the service.
n  happy customers due to response to their comments, etc.

Mail Surveys
Mail surveys can evaluate and measure many of the previously mentioned areas.   However, mail surveys are the least reliable in obtaining feedback.  If you feel a mail survey is needed, one can be designed to fit your company’s objectives.

Training
 We also offers training classes and on site training in a variety of areas.  Depending on your particular service program, training needs should be uncovered and appropriate training programs can be implemented for your company.