Mystery Shopping service could easily cause an allergic reaction in company. Read in this article what can go wrong and how a company can avoid it. It is alaso very important to help service staff to understand the goal of this service and not to overreact.
Meie teenus sobib Teile juhul kui soovite, et …
– sama küsimustiku puhul saaks tagasisidet anda eri keeltes kuid, et erikeelselt antud tagasisidet saaksite Teie ikkagi vaadata omas keeles, (ka vabateksti kommentaare!)?
– saaks eristada tagasiside andjad Teile oluliste parameetrite alusel ja seda nendelt küsimata, et mitte vastajat vaevata?
– erinevate küsimuste seoseid ja vastasmõjusid oleks võimalik samal töölaual lihtsalt ja visuaalselt analüüsida?
– oleks võimalik ajas tulemusi võrrelda ja näha mis mõju läbiviidud tegevused on andnud?
– tulemust saaks vaadata osakonna ja lausa üksiku töötaja kohta ja (!!!) taaskord klienti mitte koormates küsimusega, “Millist meie esindust külastasite?” (eriti, kui Teil on näiteks 70 esindust)?
– küsimustikku oleks võimalik operatiivselt asendada, muutmata juba esindustesse paigaldatud QR koode või muid valmis kujundatud materjali?
– küsitluse objektiivsust ei lastaks lõhkuda korduv-vastajatel (näiteks, et töötajad ise ega mõni pahatahtlik vastaja ei muudaks küsitlust mõttetuks andes mõne esinduse või töötaja kohta kümneid või sadu hinnanguid)?
– samalt kliendilt tagasiside küsimise sagedus oleks selgelt paigas, et iga mikrokontakti järel ei tuleks klienti häiriv tagasiside andmise palve?
– erinevate tasemete juhtidel oleks neid puudutavale infole operatiivne juurdepääs ja nad oskaksid andmeid õieti lugeda ja kasutada?
– vastajal jääks tagasisidet andes tunne, et ta on jätkuvalt teie veebikeskkonnas ja turunduslik mõju jätkuks?
– saaksite võrrelda enda ettevõtte tulemusi nii üksikute osakondade, kui ka piirkondade või riikide kaupa?
– aitaksime küsimustiku hoolega läbi mõelda, et küsija ja vastaja saaksid asjast sarnaselt aru?
Service with 2 different nature!
1. WE ASK from Your customers feedback, opinion, satsfaction, … at an agreed interval.
2. We open modern and easy to use, private options for Your customers to GIVE feedback when THEY are ready or would like to do it.
What are the benefits of knowing customer experience and getting feedback?
Customer experience and getting feedback is priced in gold. Trendline feedback gathering and survey service helps You to be constantly informed about Your customers’ opinions, assessments and satisfaction levels.
We collect it for you and display the results in our interactive, multilingual Platform.
We do not display the data collected about your company in any public database or ranking. The collected customer feedback is intended for you to draw the necessary conclusions for internal use and to improve the quality of service.
The tools we offer are designed for in-house mapping of development needs.
Customer feedback collection opportunities!
E-MAIL
We will send an email invitation to your customers to participate in completing your questionnaire in the Trendline user interface.
SMS
We send your customers an invitation via SMS and a unique link where they can give feedback about your product or service.
CALL
We call your customers and interview them on the basis of an agreed questionnaire. Data directly to the user interface.
F2F
Our interviewers talk face-to-face with your customers and we map the customer feedback.
QR
Customers have an opportunity to give feedback whenever THEY want. Motivates employees. Customers feel took cared.
Customer experience and feedback gathering technical options?
Before we start collecting customer feedback or customer experience, we create unique codes (“doors”) that help differentiate data in our user interface based on agreed parameters.
For example, in the case of hotels, we separate which department it was (cafe, reception, room cleanliness, restaurant, spa, …). The data will be displayed to you automatically under the respective departments and on the basis of the respective questionnaire.
For example, in the case of a shopping center or retail chain, it is possible to see the data of the entire company as well as by offices, location or other categories.
It is possible to differentiate customer feedback even based on your employee or customer profile, etc.
With “smart” links, we can differentiate between feedback given on weekdays and weekends, for example.
We can leave the “door” of each survey either open, or allow it to be answered only once.
Multilingual solution?
Generally it means that Your customer can enter feedback in his/her language and You can read analysis and also singel entries in Your language. We enter the LANGUAGE or languages of the surveys according to Your wishes. If your customer enters data in, for example, Finnish or Swedish, you can view the results in English. Our solution includes also translating text comments!
Unique LINK and QR code
We create unique department and parameter-based links (and QR codes) that you can install in any place you choose.
Feel free to try it for yourself!
Enter to the SAMPLE QUESTIONNAIRE either by reading the QR code by your smart device or by clicking on the image to check it out! Data entry is anonymous.
What do customer experience questionnaires look like?
In the preliminary work process, we provide suggestions on how to put together questionnaires that customers would find easy and logical to answer. The number of questions undoubtedly depends on the purpose and structure of the survey. In the Trendline interface, you can use different questionnaires for different time periods, but the data is still comparable on the same desktop.
Corporate design
Our system makes possible to set specific desing to mach Your corporate brand-book. We will use Your fonts, colours, logos etc. It makes the questionnaire a nice element of Your general marketing.
“THANK YOU”
Option to enter the same or different logo as on the home page.
“UNSUBSCRIBE”
Surveys will no longer be sent to these customers.
“ALREADY FILLED”
Relevant notice in one-time respond polls.
Net Promoter Score collection
In addition to the final value calculated according to the NPS formula, we also visually display the volumes of different evaluators in our user interface. This way you can see which opinions are dominant and if, for example, there are a lot of ratings 7 and 8, then you can feel at ease.
Thanks to the interactive features of the Trendline user interface, you can analyze the net promoter score based on different customer groups, regions, etc. For example, to see what a loyal customer vs. a new customer thinks, etc.
360° feedback
Trendline services allow you to get a 360 ° overview of both the company and employees. It is possible to compare and interactively analyze the results of the feedback from CLIENTS, COLLEAGUES, MANAGEMENT, EMPLOYEE OF THE EMPLOYEE, INTERNAL AUDITORS and TESTERS.
Customer feedback analysis in the Trendline user interface
The Trendline user interface displays the results of customer feedback surveys, based on regions, topics, and other freely agreed parameters. We develop the user interface according to the wishes of the customers.
Lets meet!?
We are happy to introduce the possibilities of gathering customer feedback created by Trendline. We make a demo of the services either in your office or in a video conference.
Read our blog!
Opinion stories and analyzing articles that nicely describe our vision, specificity and emphases.
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?
Mystery Shopping quality - how to measure it? Why is it so important? After all, based on the results of the tests, future action plans are established - "treatment" is determined. How to evaluate the quality of a doctor? The level of who prescribes (recommends) the medicine? The article highlights, among other things, the advice for organizing mystery shopping from a document created on the basis of a thorough analysis by the EBA (European Banking Authority) of the European Union, published on July 21, 2021. You will find mature advice with recommended guidelines for organizing Mystery Shopping in Europe. Read more ...
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