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Coordinate and train your network
Methodology:
Mystery Shoppers across the network.
Questionnaire and scenario targeting the new process.
Putting teams into action.
Frequency:
- One shot: for a diagnosis
- Recurrent: to instil the habits
Preparation: 4 weeks
Data collection: 2 weeks
Analysis: 2 weeks
Methodology
Mystery Shoppers across all or part of the network.
Questionnaire and scenario targeting the new process.
Frequency:
- One shot: for a diagnostic
- Recurrent: to instil the habits
Preparation: 4 weeks
Data collection: 2 weeks
Analysis: 2 weeks
Methodology
Calls/Emails/Mystery Social Media
Listen to and evaluate contact with real customers
Frequency:
- Barometric measure
- Self-evaluation by supervisors
Preparation: 4 weeks
Data collection: 3 weeks
Analysis: 1 week
Methodology
Calls/Emails/Mystery Social Media
Listen to and evaluate contact with real customers
Frequency:
- Barometric measure
- Self-evaluation by supervisors
Preparation: 4 weeks
Data collection 3 weeks
Analysis: 1 week
Methodology
Customer survey on-line or by telephone.
(using your customer database)
Preparation: 4 weeks
Data collection: Continuous
Analysis: 2 weeks
Make an assessment with collaboration with another party
Methodology
Qualitative and quantitative survey
By phone, or meeting if the respondent prefers.
Usual success rate: 20-30% with advance communication.
Frequency:
- one shot, renewable
Preparation: 2 weeks
Data collection: 4 weeks
Analysis: 3 weeks
Methodology
Qualitative and quantitative study by telephone
By phone, or meeting if the respondent prefers.
With partners
Usual success rate: 20-25% with advance communication.
Frequency:
- one shot
Preparation: 2 to 3 weeks
Data collection: 2 to 3 weeks
Analysis: 3 weeks
Understand your customers better
Methodology
Face to face quantitative study
At one or more sites.
With purchasers and non-purchasers.
Duration: determined according to the number of visitors to the site and traffic trends (e.g. weekdays/Saturdays)
Frequency:
- one shot
Preparation: 3 weeks
Data collection: 1 to 2 weeks
Analysis: 3 weeks
Satisfaction survey via website pop-in
Pop-in is triggered depending on the customer journey
Dynamic surveys, having a common thread of MAJOR items (ISC, NPS, CES) and SECONDARY items (page usability, occasional items, census questions) which can change.
Preparation: 4 weeks
Data collection: Continuous
Analysis: 2 weeks
Methodology
Qualitative interviews
By phone, by appointment
Target: decision-makers.
Usual success rate: 30 to 40%
Frequency:
- either a telephone campaign targeting lost deals
- or, if required, based on a deal that has not yet been concluded
Preparation: 2 weeks
Data collection: 4 weeks
Analysis: 4 weeks
Reputation and communication
Methodology
Quantitative survey
By email, with a reminder after two days.
Targets: brand customers or the competition’s customers
10-12 questions (including 3 open)
Frequency:
- one shot
Preparation: 2 to 3 weeks
Data collection: 1 week
Analysis: 2 to 3 weeks
Methodology
Quantitative survey
By email, among a consumer panel
Targets: customers or potential customers, national representative
10-12 questions (including 2 open)
Frequency:
- one shot
Preparation: 2 to 3 weeks
Data collection: 1 week
Analysis: 2 to 3 weeks
Methodology
Post-test survey of publicity campaign
Invitation by email (panel of national representatives or catchment area or target customers)
Frequency:
- 2 invitations (before and after campaign)
- One shot or barometric if communication is the main theme
Preparation: 3 weeks
Data collection: 1 week
Analysis: 3 weeks
Market intelligence and benchmarking
Methodology
Collect from a single platform all reviews from websites and social networks (e.g. Yellow Pages, Google, Facebook, etc.):
- Set up reference websites
- Collect reviews
- Direct response on the platform (response formulas can be edited)
- Single access – Qualimetrie gateway
Frequency:
- Continuous
Preparation: 4 weeks
Data collection: Continuous
Analysis: Occasional
Methodology
Send mystery shoppers to the competition
Questionnaire and scenario based on journey fundamentals (and not brand specifics)
Qualitative interviews with the researchers to go over the best practices encountered
Preparation: 4 weeks
Data collection: 2 weeks
Analysis: 2 weeks
Methodology
Mystery shoppers across my network and direct competitors
Questionnaire and identical scenario based on journey fundamentals (and not brand specifics)
1 shopper carries out visits at your point of sale and at the competitor in the catchment area and states his preference
Qualitative interviews with the researchers to go over the best practices encountered.
Preparation: 4 weeks
Data collection: 2 weeks
Analysis: 2 weeks
Test, co-create, engage
Methodology
Bring customers together in a community space and ask them to react to a new product or concept
Recruit customers based on profile
Daily activity
Community duration
- 3 to 6 weeks
Preparation: 4 weeks
Data collection: 3 to 6 weeks
Analysis: 2 weeks
Methodology
360° Study
- Qualitative with customers
- Qualitative with employees
- Mystery shopper (to check suitability/ value of new concept).
Preparation: 3 weeks
Data collection: 2 weeks
Analysis: 3 weeks
Methodology
Quantitative survey
By email, with a reminder after two days.
Targets: brand customers or competitors’ customers
10-12 questions (including 3 open)
Frequency:
- one shot
Preparation: 2 to 3 weeks
Data collection: 1 week
Analysis: 2 to 3 weeks