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Mystery Shopping
Better understand the truth of what is happening in your business and measure the actual experience against your expectations of service delivery. Mystery shopping can be applied to a variety of touch points across the customer journey and typically includes:

  • In person - physically visiting the location and executing a pre-determined customer scenario. Insights may include service behaviours, product information, branding/merchandising, site environment etc.

  • Phone - to individual locations or customer support centres. Insights may include timeliness, professionalism, friendliness, ability to offer required assistance or support.

  • Website Chat - to interact with the business via the website, online chat feature and/or mobile app. Insights may include ease of navigation, technical functionality, issue resolution, ease of purchase etc.

Customer Satisfaction (CSAT) Surveys

Authentic feedback from reals customers in real time and one of the most popular methods of data collection enabling quick and actionable insights on which to make immediate decisions.

  • Provide instant results with unlimited feedback, are cost effective and user friendly. Can be conducted on mobile devices or computer with simple QR code or kiosk link. Can be incentivised in exchange for customer info.

  • Crowdsourcing - to show your customers that you value their opinion and build brand connection. Customers are incentivised to provide specific data that is import to your brand and business objectives.

  • Employee Engagement - to find out what is important to your employees in their efforts to meet your brand and business objectives. Builds internal loyalty.

Net Promoter Score (NPS)

NPS Now provides the core measurement for customer experience programs globally. Using data and feedback from Customer Surveys, Net Promoter Score (NPS) is a customer loyalty and satisfaction measurement taken from asking customers how likely they are to recommend your product or service to others, on a scale of 0-10. Customers are identified as:

  • Promoters (score 9-10) are loyal enthusiasts who repeat buy and refer others therefore fuelling growth.

  • Passives (score 7-8) are satisfied but unenthusiastic and vulnerable to competitor offerings.

  • Detractors (score 0-6) are unhappy and can cause brand damage via negative word of mouth.

 

Calculating NPS is as simple as subtracting the percentage of detractors from the percentage of promoters.

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