Understanding customer needs, the marketplace, and stakeholder challenges is critical.
But, objective information about service delivery performance is required to develop a solid action plan.
You Need to Measure and Optimize Quality and Performance
Through a variety of mystery shopping techniques in retail environments, call centers, sales centers, etc., Ipsos Loyalty determines service strengths and improvement areas. In this objective assessment of your service delivery, Ipsos Loyalty will help you to:
- Benchmark service standards against the competition and the market as a whole
- Identify training needs and measure training efforts
- Learn how to retain current customers and attract new customers
- Track performance over time
Mystery Shopping
Have you shopped your company lately? How about your competitors? Mystery shopping reveals the truth about how you are represented in the marketplace.
- How well do salespeople represent the brand?
- How well do employees comply with company procedures?
- How polite, courteous, knowledgeable, responsive, are call center representatives?
- Are retail locations appropriately representing the company, its products, and services?
Through our established international network of mystery shoppers, Ipsos Loyalty evaluates employee performance on these and other key service measures. The results feed directly into action plans to:
- Enhance employee knowledge of products and services and increase sales skills
- Recognize and reward valuable employees
- Monitor employee compliance with procedures
- Track performance over time
For more information on Mystery Shopping, download the pdf
Link to Internal Metrics
For a complete assessment, we link available internal metrics data (e.g., actual call center hold times) with performance measurements and customer evaluations.
