CUSTOMER SERVICE EVALUATION
good customer service brings the customer back
Mystery shopping
Mystery shopping constitutes an efficient method of getting an immediate overview of the quality of customer service.
The purpose of mystery shopping is to analyse the process of customer service in detail from the customer’s point of view in an actual customer service situation. A mystery buyer is a well-prepared expert with a relevant professional profile, who uses agreed criteria to evaluate the activity of the person providing the service. Since mystery shopping is like a psychological experiment, several evaluations are needed to draw relevant conclusions. After some time we recommend a follow-up study to check whether the expected changes have taken place.
Comprehensive feedback of mystery shopping is published in the PsienceReports web environment, with a password-protected account created for each person who needs to see the feedback. In an additional consultation we give one-to-one feedback, discuss questions and thoughts and help to plan the subsequent steps. We can also assist with a customer service training session based on the received results.
Conducting high-level mystery shopping requires a subtle sense of context, discretion and flexibility, which we consider highly important in our activity.
Customer surveys
Customer surveys give information about customers’ expectations, needs, attitudes and satisfaction.
Customer surveys allow conclusions based on the opinions of a large number of people. A sufficiently wide circle of respondents will give a reliable picture of customer groups’ satisfaction and their suggestions. A survey is also a great way of involving customers in the improvement and control of service quality and the process of product development. A customer survey will benefit your business, so long as it is clearly targeted, skilfully designed, competently analysed and meaningfully interpreted.
We can help you to plan, structure and conduct the survey and analyse the results.