Mapping customer care
'Mystery shopping' and 'Mystery calling' are special research techniques which are most commonly used to monitor the quality of services provided to customers. By using these techniques, we can help our clients learn the truth about the performance of those staff who are in direct contact with customers.
Do you want to know how your customers feel in contact with your staff?
TNS AISA has extensive and long-term experience in conducting research using the Mystery shopping and Mystery calling techniques. We frequently use these methodologies to monitor the quality of service provided in our clients' own outlets, in the outlets of franchisees and dealers, in company branches, and on customer lines.
Many projects of this type are tracking studies; in some other cases, a Mystery shopping or Mystery calling project will deliver KPIs for the evaluation of a client's sales network.
Typical projects monitor adherence to internal standards for such things as the appearance and furnishing of branches and the behaviour of branch or helpdesk personnel; they also test employees' soft and hard skills and monitor how staff are meeting the objectives of any current marketing programmes.
We know that the quality of the interviewers is critical to the success of such projects, and this is why we only ever conduct Mystery shopping and calling projects with our own dedicated team of carefully trained and specialized interviewers (rather than using external interviewers, for instance). This guarantees our clients a high degree of standardization in the evaluation criteria used.
One special advantage we can offer our clients is an electronic database of the results, supplied with simple software for viewing and analyzing the data at all levels-from the regional to the level of individual outlets and branches.
Contact us for more information: Mirka.Ottova@tns-global.com .