We make service quality measurable

From a simple store-check to a complex sales interaction in a high-level customer segment: Our shoppers visit your company or outlet, have a sales talk or do a mystery shopping and write down their experiences on a predefined standardized questionnaire.

Our mystery-call-agents test your call-centres or the quality of information given by your customer advisors through testcalls. In some cases, customer interaction cannot be simulated. In these cases, we use the method of silent monitoring. Skilled agents listen to and score real calls with customer interaction in your service environment or on the basis of recorded calls.

Our testers write predefined letters or e-mails to your company. You can monitor their way through your company, measure response-times and control the quality of the content in the reply.

We research prices, either by visiting retail outlets of by collecting quotations in sales talks. We supply valuable information that allows you to compare your pricing with your competitors and react to market developments immediately.

After a mystery shopping, the shopper will disclose the test and give immediate feedback: On the basis of a checklist covering service standards, potential improvements are addressed on the spot. This leads to a high acceptance of the results and immediate improvement.

Coaching is an extended feedback-test. Experienced trainers work together with your employee to implement new procedures and erase deficits in the customer interaction.

Specially trained testers visit your outlet, by appointment or without. Together with the employees, they go through a checklist. The results are communicated back to the head office as a basis for centralised decisions. Deficits may be addressed locally, in some cases combined with monetary incentives for good performance.