Bonjour,
vous êtes déjà inscrit.e chez nous en tant que client mystère ou vous souhaitez le faire ?

c'est par ici

For every problem we have a solution to suit your needs

Filter the surveys according to your challenges and requirements

All surveys

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 need customer feedback to identify reasons for client dissatisfaction and to capitalise on ambassadors quickly? Qualimetrie will help you implement satisfaction surveys and closely tailor them to your specificities: target (BtoB/BtoC); single channel collection (email, telephone, text message, website pop-in) or hybrid.

Satisfaction surveys – what’s the point?

A satisfaction survey involves giving your customers a voice for feedback on how they perceive your company and your offers and services. Analysing these returns allows you to prioritise and react.

Qualimetrie’s answer to satisfaction surveys

Implementing a client survey requires a multilevel skill set.

Qualimetrie will help you to set up a survey tool either as a One shot or ongoing:

  • designing your questionnaire grids
  • defining the conditions for soliciting clients depending on which channel is most suitable (email, telephone, text message, pop-up on website)
  • Setting data collection conditions (frequency, optimal timing and data processing)
  • Different levels of processing and analysis of returns

Qualimetrie’s value added for satisfaction surveys

Qualimetrie is a partner you can trust. We bring together optimal conditions to liberate your customers’ words and guarantee 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 systems: depending on your current position and development.

We act for the big players and display our singularity in ongoing processes which means that your teams can always hear the what the customers have to say.

  • Industrialise your campaigns (for example, exchange CRM databases via API)
  • Stringent quality control allows you to concentrate on your action plan, not data reliability
  • Cutting edge reporting tools
  • Processing and analysis of customer interviews
  • We can also invite your customers to share their responses in the form of “reviews” to help your e-reputation (for example, link your research to manage your e-reputation)

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 want to win your customers’ lasting brand commitment? Generate and activate your ambassadors? Co-construct tomorrow’s products and services to create new market opportunities with your customers and users?

Customer communities – what’s the point?

Communities let you get closer to your customers, listen to them, talk to them about different subjects and gain their loyalty.

Qualimetrie’s answer to customer communities

Qualimetrie can set up your customer community.

It can be private, public, short term or permanent.

Setting up and running a community takes time and requires a specific skill set. Who should you recruit? How? What activities should you have? What insights should you aim for?

Qualimetrie will support you through the various stages

  • Identification member/user profiles for your community
  • Member recruitment (pre-screening by email and validation of each profile by telephone interview)
  • Writing a facilitation plan (including rhythm and content)
  • Setting up the technical platform with our partner, Potion.
  • Community management
  • Regular analysis of content as well as final analysis with recommendations and action plans.

Qualimetrie’s value added for client communities

We use an on-line platform developed by Potion.social 

Do you want to know if you should continue development of your concept (for example, a shop, product or service)?

Proof of concept – what’s the point?

Before commercialising or expanding your concept, check its relevance with your consumers/customers and avoid wasted investment.

Usage and attitude survey – what’s the point?

Today’s consumer is increasingly complex: omni-channel, nomadism, slow consumption… it is indispensable to know how your products are used on a daily basis.

By implementing a U&A you will know:

  • When, how and where your products are consumed/used
  • What makes people buy, or not buy
  • What the expectations of your product are
  • And more

A different in-store set-up, new packaging or a new communication strategy: so many opportunities for growth can be identified when you understand your customers’ or potential customers’ daily routines.

Qualimetrie’s answer to usage & attitudes surveys

We offer a complete package:

  • Perfecting the questionnaire, including an exploratory, qualitative phase
  • Soliciting our panel (500,000 individuals), with the option of identifying precise targets (based on actual purchases and socio-demographic criteria)
  • Complete and operational analysis

Qualimetrie’s value added for usage & attitudes surveys

Ultra-fast consumer feedback (1 week)

Special offer on now, contact us

How to fight against customer attrition?

Abandonment surveys – what’s the point?

Why did your customers leave? Which competitor did they go to and why?

Interrogating your lapsed customers will help you to understand what stops them and what makes them loyal, and it allows you to take corrective action.

Qualimetrie’s answer to abandonment surveys

We offer a complete package:

  • Drafting the questionnaire
  • Contacting your lapsed customers (by phone or email):

>> either based on your customer databases, where you will have identified your inactive customers.

>> or via our consumer panel

Qualimetrie has an exclusive partnership with Casino MAX which means that we have a panel of 500,000 individuals to choose from. The panel is based on socio-demographic criteria (age, sex, residence, etc) but mainly on their actual purchases.

It is therefore easy to identify and question your lapsed customers based on your EAN (European Article Numbers).

Qualimetrie’s value added for abandonment surveys

A large panel based on actual purchases

Fast implementation and operational analysis, all while staying within a managed budget

How effective are your communication campaigns?

Before/after tests – what’s the point?

Test your communication materials and edit creations if necessary before launch and so limit risk: check understanding and relevance as well as perception of visuals.

The pre-test can be qualitative or quantitative depending on what stage your project is at.

After the campaign, the post-test allows you to measure how effective the communication has been in a quantitative way (recognition, attrition, approval, brand image and intention to purchase): has the campaign reached its objectives?

Qualimetrie’s answer to before/after tests

Fast implementation via our panel of 500,000 individuals and operational analysis, all while staying within a managed budget.

You are not progressing further with your satisfaction indicators and you want a simpler indicator to bring the customer’s voice to your teams:

The NPS (Net Promoter Score) gives you a clear and effective vision your brand’s reach.

NPS – what’s the point?

To the question “would you recommend this brand/label to a friend,” customers place themselves on a scale of 0 to 10.

The answers allow you to identify your ambassadors (those that gave marks 9 and 10), your detractors (marks from 0 to 6) and your passive customers (marks 7 and 8).

NPS

Your NPS is the difference between the Ambassadors and the Detractors.

In short: are you creating or destroying value?

Additional items and customer feedback allow you to identify your strong points, areas for progress and the drivers to customer satisfaction.

Qualimetrie’s approach to NPS

Qualimetrie will manage your surveys (email, telephone, text and website pop-ins) to give the floor to your customers in the best conditions.

We design and manage your customer listening process: from questionnaire design to results generation: on your on-line platform and during the presentation by your consultant and project manager.

Your on-line customer satisfaction management tool allows you to effectively diffuse and discuss the results and KPIs with your teams.

Qualimetrie’s value added for NPS

Given our broad market experience working with varied profiles (BtoC and BtoB), we have developed extensive experience in:

  • Designing effective tools
  • Choosing key moments in the survey (client insight)
  • Defining the conditions for soliciting customers (single channel or hybrid – email and telephone, for example, frequency, optimal time spent and data processing)
  • Automating your campaigns (exchange CRM databases via API for example)
  • Stringent quality control allowing you to concentrate on your action plan, not data reliability.

We can also invite your customers to share their responses in the form of reviews to help your e-reputation (link your research to manage your e-reputation).

Have you always wanted to know what is being said about your company, products and services on the internet?

Our social listening study lets you access a multitude of data which will open your options significantly in terms of managing customer experience and complaints.

Social listening – what’s the point?

Using social listening tools and/or managing customer opinions, you can discover everything that is said about you, your company and your services. This will help you to understand your customers, your prospects and more!

You can interact, respond to commentary and reveiws and manage your e-reputation.

Qualimetrie’s answer to social listening

We offer two solutions:

  1. Social listening
  • Qualimetrie will help you determine the key terms that you want to monitor (brand name, products, services and other key words). We then set the tool with these key words and connect to your own social media. From this we put together a dashboard which gives you a simple, clear and precise vision of the data collected. As well as the dashboard, you have access to an interface that allows to you guide, reply and interact with those people who have published something in connection with one of the key target words.
  • You will know who the top influencers for your brand are, what people like and don’t like and what provokes a reaction. You can then manage the difference communities on your social networks.
  1. E-reputation management (customer opinion)
  • Customers are able express themselves on platforms such as Google, Yellow Pages, Tripadvisor, Booking or even Facebook, to name but a few.
  • These spontaneous reviews can be just as much a threat as an opportunity at your points of sale. The volume of reviews submitted increases exponentially; management therefore becomes strategic.
  • Good management should obviously deal with dissatisfied customers and promote ambassadors. It should also encourage natural referencing and, therefore, in-store traffic and the click rate on your web shop.

There are various challenges:

  • detect opinions quickly
  • respond to them effectively
  • follow your e-reputation’s development

Qualimetrie offers innovative solutions capable of centralising customer review management via a unique platform:

  • 1 access for all your platforms
  • 1 dynamic library of responses
  • ultra-simple rights’ management to centralise (support services) or decentralise (point of sale) the response to reviews
  • 1 dashboard to follow performance (volume of reviews processed or not processed, response time and average marks consolidated acres the target platforms)

Qualimetrie’s value added for social listening

This solution integrates into your CX First reporting platform (widget).

Illustration: critics’ reviews are discussed among customers identified during “hot” surveys.

Do you want to explore your customers’ expectations and behaviours, understand their mechanisms of choice and develop or test a new product or offer? Round tables or focus groups allow you to put the customer at the heart of your reflection to guide your strategic decisions.

Round tables or focus groups – what’s the point?

Customer behaviour is increasingly difficult to understand; our qualitative studies bring clarity which will guide your future development.

Round tables give the collective an opportunity to produce creative ideas; they offer a chance to explore expectations, unspoken issues, underlying motivations and sources of customer and consumer information and influence.

You can then refine or create your offer, services, customer relationship and message.

Qualimetrie’s answer to round tables

You can count on Qualimetrie to:

  • Give recommendations to best serve the objectives of the round table: selecting the participants’ profile, locations, adjust content and duration to create a good group dynamic.
  • Facilitate the round tables: recruit participants from among your customers and through other sources if necessary as well as logistics management (room rental, incentives)
  • Analyse results

Qualimetrie’s value added for round tables

Experience in running groups with the option, depending on the subject matter, of organising creative exercises or role plays to go further into ideas’ production.

(To go even further)…we offer the option of refining learning from round tables with co-construction communities or consolidating learning by a quantitative evaluation phase.

Personalise relationships with your customers and prospects. Identify different persona to optimise your message, practices and customer journey, and improve your conversion and loyalty rate.

Persona – what’s the point?

A persona study (buyer persona) consists of creating profiles of the typical customer and bringing them to life via a fictitious character (or archetype). Each persona represents a group of customer behaviours, modes of communication, similar purchase hinderers or motivators. Integrating persona to your company strategy allows you to adapt the message to advisors, communication (publicity) and the customer journey.

Qualimetrie’s approach to persona

  • Identify your current and future customers’ persona using a qualitative approach adapted to your area of business and activity (ethnographic observations in situ, individual qualitative interviews and focus groups)
  • Analyse feedback and create the persona 
  • Create an information sheet per persona describing who they are, their personality, their behaviour towards your product, their motivations and what stops them buying

Qualimetrie’s value added in persona

We offer a complete package to implement persona in your company strategy:

  • Validate persona with your employees
  • Measure performance using persona in your company

Qualify your customer persona to implement in your CRM

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.

Do you need to validate a new concept, have a complete brand vision, manage a change process? The 360° survey will give you an assessment using 3 complementary viewpoints: customer, employee and company.

360° survey – what’s the point?

The 360° survey can meet several objectives:

  • Assess a new product (e.g. pilot store) or new projects (e.g. digitalising point of sale) to optimise future expansion.
  • Assess a brand or label that wants to re-position or change image.
  • Assess a brand or label that wants a better understanding of its current market position.

Qualimetrie’s answer to 360° surveys

Qualimetrie can combine different research solutions to obtain 3 points of view:

  • Customer: ‘hot’ and/or ‘cold’ surveys
  • Employee: survey of their perception of the brand, the shop, their role and changes they would like to see.
  • Company: Mystery shopping studies can be used to check that your customer promises are being properly carried out by your operational teams.

Such analysis gives a “complete vision of the customer relationship” which allows you to identify the differences between the varying points of view and implement action plans to change and improve.

Qualimetrie’s value added in 360° customer studies

Qualimetrie’s expertise and systematic immersion within your organisation allows us to design tailor-made systems: depending on your current position and development.

Hook

Measuring emotions and loyalty, what’s the point?

Qualimetrie’s answer

Qualimetrie’s value added

What is your brand’s worth in the eyes of your consumers or prospects?

An image or reputation barometer – what’s the point?

In a hyper-competitive market, it is vital that your brand is present in your consumers’ minds and that it is associated with well-specified image.

Measuring and tracking brand perception (from spontaneous reputation, going specifically to buy, or preference) allows you to:

  • identify brand strengths and weaknesses compared to the competition
  • identify targets to work on
  • convince and recruit potential customers
  • work on brand preference
  • measure the impact of your communications on brand perception
  • and more.

Qualimetrie’s answer to the image or reputation barometer

Fast implementation and operational analysis, all while staying within a managed budget

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 of the stakeholders in the customer relationship.

Animez vos réseaux

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.

Pilotez l'expérience client

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 need customer feedback to identify reasons for client dissatisfaction and to capitalise on ambassadors quickly? Qualimetrie will help you implement satisfaction surveys and closely tailor them to your specificities: target (BtoB/BtoC); single channel collection (email, telephone, text message, website pop-in) or hybrid.

Satisfaction surveys – what’s the point?

A satisfaction survey involves giving your customers a voice for feedback on how they perceive your company and your offers and services. Analysing these returns allows you to prioritise and react.

Qualimetrie’s answer to satisfaction surveys

Implementing a client survey requires a multilevel skill set.

Qualimetrie will help you to set up a survey tool either as a One shot or ongoing:

  • designing your questionnaire grids
  • defining the conditions for soliciting clients depending on which channel is most suitable (email, telephone, text message, pop-up on website)
  • Setting data collection conditions (frequency, optimal timing and data processing)
  • Different levels of processing and analysis of returns

Qualimetrie’s value added for satisfaction surveys

Qualimetrie is a partner you can trust. We bring together optimal conditions to liberate your customers’ words and guarantee 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 systems: depending on your current position and development.

We act for the big players and display our singularity in ongoing processes which means that your teams can always hear the what the customers have to say.

  • Industrialise your campaigns (for example, exchange CRM databases via API)
  • Stringent quality control allows you to concentrate on your action plan, not data reliability
  • Cutting edge reporting tools
  • Processing and analysis of customer interviews
  • We can also invite your customers to share their responses in the form of “reviews” to help your e-reputation (for example, link your research to manage your e-reputation)

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.

You are not progressing further with your satisfaction indicators and you want a simpler indicator to bring the customer’s voice to your teams:

The NPS (Net Promoter Score) gives you a clear and effective vision your brand’s reach.

NPS – what’s the point?

To the question “would you recommend this brand/label to a friend,” customers place themselves on a scale of 0 to 10.

The answers allow you to identify your ambassadors (those that gave marks 9 and 10), your detractors (marks from 0 to 6) and your passive customers (marks 7 and 8).

NPS

Your NPS is the difference between the Ambassadors and the Detractors.

In short: are you creating or destroying value?

Additional items and customer feedback allow you to identify your strong points, areas for progress and the drivers to customer satisfaction.

Qualimetrie’s approach to NPS

Qualimetrie will manage your surveys (email, telephone, text and website pop-ins) to give the floor to your customers in the best conditions.

We design and manage your customer listening process: from questionnaire design to results generation: on your on-line platform and during the presentation by your consultant and project manager.

Your on-line customer satisfaction management tool allows you to effectively diffuse and discuss the results and KPIs with your teams.

Qualimetrie’s value added for NPS

Given our broad market experience working with varied profiles (BtoC and BtoB), we have developed extensive experience in:

  • Designing effective tools
  • Choosing key moments in the survey (client insight)
  • Defining the conditions for soliciting customers (single channel or hybrid – email and telephone, for example, frequency, optimal time spent and data processing)
  • Automating your campaigns (exchange CRM databases via API for example)
  • Stringent quality control allowing you to concentrate on your action plan, not data reliability.

We can also invite your customers to share their responses in the form of reviews to help your e-reputation (link your research to manage your e-reputation).

Have you always wanted to know what is being said about your company, products and services on the internet?

Our social listening study lets you access a multitude of data which will open your options significantly in terms of managing customer experience and complaints.

Social listening – what’s the point?

Using social listening tools and/or managing customer opinions, you can discover everything that is said about you, your company and your services. This will help you to understand your customers, your prospects and more!

You can interact, respond to commentary and reveiws and manage your e-reputation.

Qualimetrie’s answer to social listening

We offer two solutions:

  1. Social listening
  • Qualimetrie will help you determine the key terms that you want to monitor (brand name, products, services and other key words). We then set the tool with these key words and connect to your own social media. From this we put together a dashboard which gives you a simple, clear and precise vision of the data collected. As well as the dashboard, you have access to an interface that allows to you guide, reply and interact with those people who have published something in connection with one of the key target words.
  • You will know who the top influencers for your brand are, what people like and don’t like and what provokes a reaction. You can then manage the difference communities on your social networks.
  1. E-reputation management (customer opinion)
  • Customers are able express themselves on platforms such as Google, Yellow Pages, Tripadvisor, Booking or even Facebook, to name but a few.
  • These spontaneous reviews can be just as much a threat as an opportunity at your points of sale. The volume of reviews submitted increases exponentially; management therefore becomes strategic.
  • Good management should obviously deal with dissatisfied customers and promote ambassadors. It should also encourage natural referencing and, therefore, in-store traffic and the click rate on your web shop.

There are various challenges:

  • detect opinions quickly
  • respond to them effectively
  • follow your e-reputation’s development

Qualimetrie offers innovative solutions capable of centralising customer review management via a unique platform:

  • 1 access for all your platforms
  • 1 dynamic library of responses
  • ultra-simple rights’ management to centralise (support services) or decentralise (point of sale) the response to reviews
  • 1 dashboard to follow performance (volume of reviews processed or not processed, response time and average marks consolidated acres the target platforms)

Qualimetrie’s value added for social listening

This solution integrates into your CX First reporting platform (widget).

Illustration: critics’ reviews are discussed among customers identified during “hot” surveys.

Explorez / Co-créez

Do you want to win your customers’ lasting brand commitment? Generate and activate your ambassadors? Co-construct tomorrow’s products and services to create new market opportunities with your customers and users?

Customer communities – what’s the point?

Communities let you get closer to your customers, listen to them, talk to them about different subjects and gain their loyalty.

Qualimetrie’s answer to customer communities

Qualimetrie can set up your customer community.

It can be private, public, short term or permanent.

Setting up and running a community takes time and requires a specific skill set. Who should you recruit? How? What activities should you have? What insights should you aim for?

Qualimetrie will support you through the various stages

  • Identification member/user profiles for your community
  • Member recruitment (pre-screening by email and validation of each profile by telephone interview)
  • Writing a facilitation plan (including rhythm and content)
  • Setting up the technical platform with our partner, Potion.
  • Community management
  • Regular analysis of content as well as final analysis with recommendations and action plans.

Qualimetrie’s value added for client communities

We use an on-line platform developed by Potion.social 

Do you want to explore your customers’ expectations and behaviours, understand their mechanisms of choice and develop or test a new product or offer? Round tables or focus groups allow you to put the customer at the heart of your reflection to guide your strategic decisions.

Round tables or focus groups – what’s the point?

Customer behaviour is increasingly difficult to understand; our qualitative studies bring clarity which will guide your future development.

Round tables give the collective an opportunity to produce creative ideas; they offer a chance to explore expectations, unspoken issues, underlying motivations and sources of customer and consumer information and influence.

You can then refine or create your offer, services, customer relationship and message.

Qualimetrie’s answer to round tables

You can count on Qualimetrie to:

  • Give recommendations to best serve the objectives of the round table: selecting the participants’ profile, locations, adjust content and duration to create a good group dynamic.
  • Facilitate the round tables: recruit participants from among your customers and through other sources if necessary as well as logistics management (room rental, incentives)
  • Analyse results

Qualimetrie’s value added for round tables

Experience in running groups with the option, depending on the subject matter, of organising creative exercises or role plays to go further into ideas’ production.

(To go even further)…we offer the option of refining learning from round tables with co-construction communities or consolidating learning by a quantitative evaluation phase.

Hook

Measuring emotions and loyalty, what’s the point?

Qualimetrie’s answer

Qualimetrie’s value added

Personalise relationships with your customers and prospects. Identify different persona to optimise your message, practices and customer journey, and improve your conversion and loyalty rate.

Persona – what’s the point?

A persona study (buyer persona) consists of creating profiles of the typical customer and bringing them to life via a fictitious character (or archetype). Each persona represents a group of customer behaviours, modes of communication, similar purchase hinderers or motivators. Integrating persona to your company strategy allows you to adapt the message to advisors, communication (publicity) and the customer journey.

Qualimetrie’s approach to persona

  • Identify your current and future customers’ persona using a qualitative approach adapted to your area of business and activity (ethnographic observations in situ, individual qualitative interviews and focus groups)
  • Analyse feedback and create the persona 
  • Create an information sheet per persona describing who they are, their personality, their behaviour towards your product, their motivations and what stops them buying

Qualimetrie’s value added in persona

We offer a complete package to implement persona in your company strategy:

  • Validate persona with your employees
  • Measure performance using persona in your company

Qualify your customer persona to implement in your CRM

Do you need to validate a new concept, have a complete brand vision, manage a change process? The 360° survey will give you an assessment using 3 complementary viewpoints: customer, employee and company.

360° survey – what’s the point?

The 360° survey can meet several objectives:

  • Assess a new product (e.g. pilot store) or new projects (e.g. digitalising point of sale) to optimise future expansion.
  • Assess a brand or label that wants to re-position or change image.
  • Assess a brand or label that wants a better understanding of its current market position.

Qualimetrie’s answer to 360° surveys

Qualimetrie can combine different research solutions to obtain 3 points of view:

  • Customer: ‘hot’ and/or ‘cold’ surveys
  • Employee: survey of their perception of the brand, the shop, their role and changes they would like to see.
  • Company: Mystery shopping studies can be used to check that your customer promises are being properly carried out by your operational teams.

Such analysis gives a “complete vision of the customer relationship” which allows you to identify the differences between the varying points of view and implement action plans to change and improve.

Qualimetrie’s value added in 360° customer studies

Qualimetrie’s expertise and systematic immersion within your organisation allows us to design tailor-made systems: depending on your current position and development.

Optimisez l'image, le produit, la communication

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.

Usage and attitude survey – what’s the point?

Today’s consumer is increasingly complex: omni-channel, nomadism, slow consumption… it is indispensable to know how your products are used on a daily basis.

By implementing a U&A you will know:

  • When, how and where your products are consumed/used
  • What makes people buy, or not buy
  • What the expectations of your product are
  • And more

A different in-store set-up, new packaging or a new communication strategy: so many opportunities for growth can be identified when you understand your customers’ or potential customers’ daily routines.

Qualimetrie’s answer to usage & attitudes surveys

We offer a complete package:

  • Perfecting the questionnaire, including an exploratory, qualitative phase
  • Soliciting our panel (500,000 individuals), with the option of identifying precise targets (based on actual purchases and socio-demographic criteria)
  • Complete and operational analysis

Qualimetrie’s value added for usage & attitudes surveys

Ultra-fast consumer feedback (1 week)

Special offer on now, contact us

How to fight against customer attrition?

Abandonment surveys – what’s the point?

Why did your customers leave? Which competitor did they go to and why?

Interrogating your lapsed customers will help you to understand what stops them and what makes them loyal, and it allows you to take corrective action.

Qualimetrie’s answer to abandonment surveys

We offer a complete package:

  • Drafting the questionnaire
  • Contacting your lapsed customers (by phone or email):

>> either based on your customer databases, where you will have identified your inactive customers.

>> or via our consumer panel

Qualimetrie has an exclusive partnership with Casino MAX which means that we have a panel of 500,000 individuals to choose from. The panel is based on socio-demographic criteria (age, sex, residence, etc) but mainly on their actual purchases.

It is therefore easy to identify and question your lapsed customers based on your EAN (European Article Numbers).

Qualimetrie’s value added for abandonment surveys

A large panel based on actual purchases

Fast implementation and operational analysis, all while staying within a managed budget

What is your brand’s worth in the eyes of your consumers or prospects?

An image or reputation barometer – what’s the point?

In a hyper-competitive market, it is vital that your brand is present in your consumers’ minds and that it is associated with well-specified image.

Measuring and tracking brand perception (from spontaneous reputation, going specifically to buy, or preference) allows you to:

  • identify brand strengths and weaknesses compared to the competition
  • identify targets to work on
  • convince and recruit potential customers
  • work on brand preference
  • measure the impact of your communications on brand perception
  • and more.

Qualimetrie’s answer to the image or reputation barometer

Fast implementation and operational analysis, all while staying within a managed budget

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 of the stakeholders in the customer relationship.

How effective are your communication campaigns?

Before/after tests – what’s the point?

Test your communication materials and edit creations if necessary before launch and so limit risk: check understanding and relevance as well as perception of visuals.

The pre-test can be qualitative or quantitative depending on what stage your project is at.

After the campaign, the post-test allows you to measure how effective the communication has been in a quantitative way (recognition, attrition, approval, brand image and intention to purchase): has the campaign reached its objectives?

Qualimetrie’s answer to before/after tests

Fast implementation via our panel of 500,000 individuals and operational analysis, all while staying within a managed budget.

Do you want to know if you should continue development of your concept (for example, a shop, product or service)?

Proof of concept – what’s the point?

Before commercialising or expanding your concept, check its relevance with your consumers/customers and avoid wasted investment.