This involves ‘real customers’ once more, with an invitation given to them to take part in an Online Satisfaction Survey. Invariably this is done via instructions printed on their till receipts or as a QR code instore. Customer Satisfaction data and Mystery Shopping data go hand in hand, both providing you with an overview of your performance. Asking customers what they like and dislike about your company by using a customer satisfaction survey is important. Further modelling your service around this is vital to improvement. Use mystery shopping to monitor the outcome and see whether the model is being delivered. There are multiple ways in which to complicate this process, but here at Retail Maxim, we keep things simple.
Contact us for more information about Online Satisfaction Surveys.
Retail Maxim's care, consistency and attention to detail have produced comprehensive, objective and valuable feedback to our retail operation.
Russell & Bromley
Retail Maxim's Mystery Shopping service has been the best money we've spent this year!
Since we started with Retail Maxim the service scores that we have achieved are improving across the chain wave on wave. The Retail Maxim mystery shopping programme has assisted us in improving our customer service ensuring all of our customer's receive the shopping experience they deserve.
This is a short note to thank Robert and the team for all their support with our Online Customer Satisfaction Survey. The programme we now have in place is extremely user friendly, simple to digest and very economical in terms of our budget. The rolled up monthly reporting is particularly useful in helping us to use the measure as a KPI within our business.
The service Retail Maxim has provided us has been really effective and excellent value for money. We have benefited from your expertise in retail metrics and monitoring 'service levels' and 'experience', which have now been integrated into our company KPIs.
This is a short note to say 'thank you' for the excellent service that we receive from Retail Maxim. We have been impressed by the accuracy and quality of the Mystery Shopping reporting. The insight plays an important part in maintaining focus on what matters most - our customers.
The Retail Maxim Mystery shopping programme has been a key measure in helping us to drive our service standards as well as our ATV through improved upselling and multi-buy selling across our bakery chain. Retail Maxim clearly understood our aims and helped us to effectively launch our programme into the business so that it has been very well received.