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Good service doesn’t happen when you collect information in a drawer!

Home page, JUHTIMINE, Mystery Shopping, top 2

Measuring a blood pressure in itself does not improve health! If the result shows that health is out of order, then measuring again and again, even 20 times, will not change the health. This principle applies perfectly to customer service and sales communication. A lot of valuable information can be gained from Mystery Shopping or gathering customer feedback (CX), which can then be used to demonstrate either the implementation of service standards or the fulfilment of customer expectations. But, again, measuring in itself does not change the result!

tagasiside andmine juhtimine tagasisidestamine vestlus testostud põhjal Trendline Analytics

Providing feedback based on Mystery Shopping. How to improve it?

Home page, JUHTIMINE, Management, Mystery Shopping

Feedback based on Mystery Shopping can either lift an employee up or bring them down. Imagine if a family doctor gave a patient their blood test results and said, “Well, you know, it’s just a meaningless obligation that you need to fulfill … check your iron levels.” And that’s it! Without explaining which indicators, how, why, what’s the expected level of iron, and what’s considered too low? Or, if the doctor took a blood sample, held it up to the light, and subjectively said, “What a wonderful color!” It wouldn’t be very trustworthy, would it?

Trendline Analytics Müügisuhtluse Efektiivsuse Indeks näidis Sales Effectiveness Index

Sales Effectiveness Index – a number that helps to draw the right conclusions!

JUHTIMINE, Management, Mystery Shopping

A 4-component index that shows the effectiveness of a company’s sales communication. The Sales Effectiveness Index (SEI) visually demonstrates how efficiently a company’s customer base is utilized. SEI shows the combined impact of 4 important factors on the final result. It can also be said that the final result indicates how efective the employees are if they are expected to do sales work in retail.