04 · Customer Experience
The experience you designed and the one the customer lives are rarely the same.
Request a proposalWe measure satisfaction and loyalty, and we audit service exactly as it is received by someone who does not know they are being observed. The combination matters: the survey tells you how satisfied the customer is, the mystery shopper tells you what is happening at the counter that explains that score.
Questions it answers
Deliverables
Observational
Mystery shopper
The service given when nobody from head office is watching.
CATI
AI-assisted phone surveys
The fastest route to a large, geographically dispersed sample.
CAWI
Online panels
Fast and economical — as long as your audience is online.
Qualitative
Ethnography
What people do is not always what people say they do.
IDI
In-depth interviews
For hard-to-gather profiles and subjects nobody discusses in a group.
Not during the exercise: if they know, the data stops being worth anything. Afterwards, our recommendation is that they should. A service audit exists to fix processes and train people, not to punish, and it works far better when the team understands the measurement is about the protocol and not about the individual.
One visit gives you an anecdote; three or four per period give you a trend. The number is adjusted to how many shifts and service scenarios need to be covered, and that is defined with you before starting.
Tell us what decision you are facing and we will tell you which study answers it.