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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.):

  1. Set up reference websites
  2. Collect reviews
  3. Direct response on the platform (response formulas can be edited)
  4. 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

If you haven’t found the answer to your question, get in touch!