To further compliment our business solutions, we provide expertise and direction on bespoke performance measurement programs that ensure improved business performance.
Our programs support existing balance scorecard tools to ensure performance meets expectations. Using a combination of physical contacts, telephone contacts, and/or web enquiries we can deliver a bespoke program, mystery shopping and/or satisfaction surveys, that address issues in performance standards.
Mystery shopping
Mystery Shopping: the process of evaluating customer service, product knowledge, location appearance, website usability etc by reporting on a customer’s experience.
Mystery Shopping assignments are conducted anonymously using a combination of physical contact, telephone contact and/or web enquiries. We utilise our database of Mystery Shoppers who are profiled to match the client’s criteria.
The Mystery Shoppers are provided with assignment specifics, a brief, and a questionnaire prior to the assignment, and upon completion of the assignment they submit the results of their experience on-line.
Satisfaction surveys
Satisfaction surveys: the process of evaluating service levels by contacting stakeholders and asking them directly what they have experienced.
Satisfaction surveys are conducted by making physical contact, telephone contact, email and/or web contact. We utilise our database of researchers that cover the GCC and Levant. The researchers can be demographically profiled to match the client’s criteria.
Prior to an assignment our researchers are trained and provided with briefing notes, a questionnaire and assignment criteria such as location, date and type of assignment, and upon completion of the assignment the results are submitted on-line.