Customer Service Evaluation and Satisfaction Research Services
Telephone Mystery Shops:
- prompt, useful feedback for management & employees
- training tools & performance appraisals
- communication skill & critical thinking encouragement
- policies and practices unity / adherence
- incentive program input
- etiquette & accuracy improvement
Customer Effort Testing (e-mail, social, text, live-chat mystery shops)
can be used to gauge & monitor:
- new technologies / access channels
- web support
- contact center agent competence
- sufficiency of online customer service processes
- promptness, accuracy & completeness
- professionalism in responding to web inquiries
Struggling with employee monitoring or QA? 
Customer Research & Satisfaction Audits
Phone surveys, IVR surveys and Internet surveys help businesses make informed decisions. They are easy to deploy and provide fundamental customer feedback which can be used to:
- monitor customer satisfaction
- increase awareness about demands / needs
- promote loyalty
- identify and improve service weaknesses
- satisfy compliance
- allow benchmarking
- assess quality
- manage customer service commitments
Looking for customer or competitor answers?
