Our services

• Is our personnel training working?
• Does our personnel have sufficient knowledge and sales competencies?
• How is our infrastructure doing?

Mystery shopping enables you to improve and monitor the service levels and the quality of your organisation. Our certified mystery shoppers present themselves anonymously as regular customer and in the observation process they make observations on the basis of pre-determined criteria. Procedures and performance are measured on the basis of objective questions. After each mystery visit the mystery shopper reports his or her observations in our online reporting system. Therefore the information is available quickly for you to take action.

• How do we perform compared to the competition?
• How do our branches compare with regard to each other?

Benchmarking helps you to determine the relative position of your organisation on the basis of price comparison, goods and services. We compare the performance and the activities of your organisation with the competition or we compare similar functions in different parts of your organisation.

• Are all articles scanned effectively?
• Are the agreed checkout procedures applied?

Spot checks on the observance of the checkout procedures can help you prevent or detect possible fraud. Our certified mystery shoppers present themselves anonymously as regular customer and in the observation process they make observations on the basis of pre-determined criteria. Procedures and performance are measured on the basis of objective questions.

• How does the customer rate our product?
• How does the customer feel when he makes a purchase?
• How is the relationship between the customer and our staff?
• How much time and effort does it take the customer to buy a product?

Performance tracking enables you to monitor and improve the service level and the quality of your organisation, based on the satisfaction level of a real customer when he or she completes a transaction.

After concluding a transaction our employees interview your customer independently by means of a questionnaire. This may be done via mail, a short written questionnaire, a telephone call,...

• What are the variations in our customer base?
• What are the needs of the customers?
• What value do they expect?
• Why do customers choose us?
• What are customers satisfied about and what are they dissatisfied about?

Qualitative research is necessary to provide you with an answer to the above questions. Customer Perceived Value Research helps you to understand the psychology of your customers.

By means of in-depth interviews and focus groups we chart in an independent manner the differences between the needs, the values and the expectations of your customers. We interview your customers on the basis of pre-determined criteria and open-ended questions. The analysis is carried out in consultation with you on the basis of detailed reports and/or audio-visual material.