Quality Control Research

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Quality Control Research

Why do you need it?

It's very important to provide a reliably high standard of customer service. Delivering superior customer service enables businesses to differentiate themselves from their competitors and gain a competitive advantage. This is especially important for businesses where there are a lot of similar products competing for customer's attention. Customer service research looks at your interactions with customers. It can give you information on customer expectations as well as valuable feedback on their experience of shopping with your business.
"There are a number of areas in your business's service delivery where problems can creep in, including:

In your service orientation - what is your attitude to the customer? Are they a means to an end or are their needs really first?
Managing expectations - are you raising their expectations just to close a sale? Is your product so revolutionary that customers need to be educated about what to expect?
Can your systems and procedures consistently help you to deliver the desired service level? Can they cope with periods of high demand or when something in the process unexpectedly breaks down?
If you employ staff or contractors do you train them not only in basic procedures, but your business "attitude"?
Your actual service delivery

Who should use this?

This package allows you to gather performance feedback on the different parts of your service delivery, from product quality and complaints handling to processes and procedures for managing the sale and is therefore relevant to all businesses.

What does it entail?

Below are ways that market research can identify any gaps in your service delivery:

Customer satisfaction surveys

Customer satisfaction surveys are widely used and can provide you with timely information about how your customers feel about you. They are great for asking questions like:
How satisfied are you with the purchase you have just made?

How satisfied are you with the service you have received?
Was it timely?
Did you find our sales staff responsive to your needs?
Did you find the sales staff/website/helpdesk helpful?
Are you likely to buy from us again?
Would you recommend us to your friends?

Mystery shopping

Mystery shopping is a technique SpySee uses to get independent observations from a third party. These observations can then be used to improve customer service and train staff. The kinds of questions mystery shoppers can explore include:

Their greeting - how long did it take before they were greeted? Was it friendly and welcoming?
The cleanliness and presentation of the store
The presentation of the staff
The speed of service
The types of products shown
How knowledgeable the staff were regarding the products
Their ability to deal with non-standard requests e.g. gift-wrapping, allergies etc.
The way the employee tried to close the sale
Whether there was an invitation to return

How do we do it?

SpySee mystery shoppers come from all walks of life. Our extensive database covers the requirements of our customers whether they would like feedback from a shopper who represents their current customer or one who represents a target market they would like to move into. Shoppers can be educated in the background of the project or they can be given minimal instructions as required. We use questionnaires, focus groups and mystery shops depending on the project goal.

When should you do it?

If done regularly, answers to quality and customer service questions will help you to identify issues before they become major problems.

What if you're an online business?

Mystery shopping is most often used in physical settings but is increasingly being used for online businesses, especially in very competitive industries where differentiating your business on the basis of customer service is important.

How much does it cost?

SpySee packages are tailored to meet the needs of our clients. We take into account your budget and the sections of this package that will provide you with the information you need. We then tailor a package specifically to suit your business. Our programs are used by both large businesses and start-up companies, so why not contact SpySee for an obligation free quote.

Customer Experience Assessors Wanted

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Customer Experience Assessment

A Customer Experience Assessment is one way of giving a voice to your customer. It's a step on the path to customer collaboration, for its strength lies in listening.

Rewards

Suggested products or services to reward your star performers

Reviews

Reviews provide useful feedback to potential customers about our mystery shoppers' purchasing experiences at various businesses.

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