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Manage your networks
Do you want to give your network an objective view of process compliance, whether in-store, by telephone, by email and/or on-line? The mystery shopper study allows you to measure and optimise customer journey compliance by involving all the stakeholders in the customer relationship.
Mystery Shopping – what’s the point?
Mystery shopping studies can be used to check that the promises you make to your customers are being met by your operational teams.
Evaluation is through predefined scenarios such as:
- Mystery shoppers in-store
- Calls and/or mystery emails to your customer service department
- Mystery on-line chat
Indicators and reporting tools bring the customer experience to your operational teams and help them improve.
Qualimetrie’s answer to mystery shopping
As Europe’s leading pioneer in mystery shopping, Qualimetrie will support your system’s design and management. Gain from our multi-sector experience to:
- Understand and translate your customer promise into a tailor-made solution
- Adapt the programme to your area of business, requirements and budget (measuring charts, scenarios and frequency)
- Design KPIs that suit your business
- Benefit from multi-level on-line reporting tools
- Rely on a local partner
- Let us support you to win your teams’ buy-in
Qualimetrie’s value added for mystery shopping
In running our tailor-made campaigns, we draw on our own network of 45,000 mystery shoppers to select the right profiles for the research.
Aware of the potential issues that your teams and you may face (such as bonuses and challenges), we focus on quality control and results processing.
We have a team of 26 dedicated study managers. Working closely with the field manager, we guarantee proximity and reactivity in monitoring campaigns thereby delivering results and analysis on time.
Their extensive market sector knowledge is a real bonus when surveying your area of business.
Do you want to know where you sit among your direct and indirect competitors as well as identifying market best practices? Benchmarking will bring you the answers.
Benchmarking – what’s the point?
Benchmarking brings you an overview of customer experience in your market place.
It also allows you to identify what makes companies stand out: best practices.
Based on these findings, you can plan your training and operational teams’ work in the short and medium term.
Qualimetrie’s approach to benchmarking
Working with you, we identify and select the leaders and challengers in your market who you need to position your company against. We also take into account other market influences on your customers’ behaviour.
1 – Qualimetrie carries out a customer perception study for each key factor such as reputation, loyalty and differentiating criteria.
2 – Qualimetrie then sets up the mystery programme (including shopping, calls, digital path and click’n’collect) to measure the fundamentals of the customer relationship, evaluate the process and detect best practices.
See the Mystery Shopping report
3 – Global summary: you, your competition and the best practices.
Qualimetrie’s value added for benchmarking
Our portfolio stretches across a broad range of market sectors and we are able to design simple and effective cross-channel programmes.
Do you need to know what your employees are thinking? Are they in tune with your values and the company strategy? Do they know what your customers think? Are they satisfied with their working conditions? We can facilitate polls which make your employees the centre of your company’s focus.
Employee surveys – what’s the point?
Your employees’ commitment is a key to the success of your customer relationship and therefore the success of the company: it is essential to listen to them.
Our employee surveys can serve various purposes:
- The Mirror survey complements our client satisfaction survey. It aims to identify the difference between the customers’ and the employees’ points of view.
- The “social climate” survey aims to assess working conditions and well-being in the company (fulfilment, personal development, management and communication). Its purpose is to measure team commitment.
- Surveys can also be carried out in the context of change (new concepts, new offers and new brand platform) to measure employee buy-in or why they are not buying-in to the suggested evolutions.
- Assessment of satisfaction with internal services (Information systems, Human resources)
Qualimetrie’s answer to employee surveys
Facilitating an employee survey requires a multilevel skill set.
Qualimetrie will support you in facilitating a survey tool either as a One shot or ongoing by:
- designing your questionnaire grids
- determining collection method and the most suitable channel (individual interviews, community, face to face, email, telephone).
- Different levels of processing and analysis of returns
Qualimetrie’s value added in employee surveys
Qualimetrie is a partner you can trust. We bring together the optimal conditions to liberate your employees’ words and guarantee you the best use of the time they give you.
Qualimetrie’s expertise and systematic immersion within your organisation allows us to gain your teams’ buy-in and to design tailor-made effective, realistic, and evolving processes. We will help you to deliver key messages.
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