Customer Experience Measurement is more than checking yes or no.
Performing quality inspections (or mystery shops) is an effective tool using professional Analysts to perform customer experience scenarios and report on every aspect of their experience. Analyst feedback provides valuable insights which take the mystery out of service, customer satisfaction, quality improvement, and industry excellence.
Service Metrics Group's next-generation quality inspection system includes exactly what you'd expect, and so much more. Flexible standard measurement design, a variety of survey delivery options, and real-time reporting allow you to compose a realistic and clear image of your business.
Our customers rely on us for educated, in-depth analysis of their customer experience, based on our unique and pragmatic approach. A combination of creative thinking and years of experience helps guide our customers to innovate and improve.
Our approach for each customer custom-designed and includes a variety of phases and other services such as existing standards enhancement solutions, standards development consultations, results presentations, and private consultations. We adapt to the needs of each customer to develop unique ways to uphold performance that is specific to your identity, style of service, and overall service objectives.
About Our Analysts
Reporting & Business Intelligence
Ensure that you consistently maintain established standards no matter what the scenario.
Verify that your staff is in compliance with ethical and legal requirements.
Monitor staff integrity concerning customer transactions – are they giving proper receipts, correct change, accurate tallies?
Training Needs Assessment
Determine the strongest and weakest links in your service chain and what training is indicated, as well as track the effectiveness of the training provided.
Identify best practices to allow each department, location, and staff member to achieve excellence.
Spotlight those in your organization who deserve recognition for service excellence and job performance.
Clearly see how your company benchmarks against the best-of-breed companies in your industry by service, price, or both.
Target your direct competitors to compare and evaluate customer experiences and advance your marketing strategy.