Almost any industry has a service component, ranging from financial institutions that offer services only to their customers, to packaged goods producers that offer category management services to retailers or sales skills training to wholesale distributors. And with services, any quality management tool available involves the customer. Mercury Research can assist you in talking to your customers directly through customer satisfaction studies, or in having professional mystery shoppers evaluate your service quality.
Improve Operations
Improve Operations
ExcellenceMetrics — customer satisfaction & loyalty Our customer satisfaction research covers management interviews, employee interviews, customer interviews, design of the customer experience measurement system and quantitative data collection.
Even the simple, basic customer feed-back is tremendously important for any business, as acting on it can drive customer loyalty. Highly motivated, operationally involved managers or entrepreneurs will easily interpret the information and turn it into great plans for success. What these people have, that allows them to instantly interpret and seamlessly apply the customer feed-back into successful actions, is:
- immediate contact with the customers
- unaltered sense of responsibility
- instinctual alignment with the business objectives
As larger organisations do not have a unique, operationally involved decision person, we devised our customer satisfaction research product to compensate for the entrepreneurial qualities in the corporation:
- link to customer relevant touch points – measure what counts for customers and direct the business towards customer needs
- link to client’s processes – allow for accountability and delegation of responsibility
- link to client’s desired results, not only customer satisfaction or customer loyalty – interpret the study results from the business objectives perspective
Our customer satisfaction research will cover:
- management interviews
- employee interviews
- customer interviews
- design of the customer experience measurement system
- quantitative data collection
- linkage with internal client data
- reporting on service levels and action priorities on units / departments, internal and external benchmarking
- advice on applied marketing programs targeted at survey driven segments from the existing client pool or from prospects
ScoutStraight — mystery shopping We offer our clients valid independent control of their customer service procedures and best practices through mystery shopping.
We offer our clients valid independent control of their customer service procedures and best practices through mystery shopping. By executing adequate mystery shopping studies we contribute to the improvement of the management and motivational tools available for our clients.
Our mystery shopping studies’ superior results spring from:
- our consultants’ effort to fully understand and clarify the procedures and practices that need control
- adequate design of scenarios to cover the procedures and practices evaluated
- credibility of mystery shoppers (through training and mindful recruitment of mystery shoppers)
By applying the above principles we manage to avoid common pitfalls of mystery shopping studies:
- mystery shoppers with limited competence advising on customer care practices
- results that do not represent the desired outcomes, and thus replace motivation to improve with tension between top management, middle management, and execution levels
- employees that recognise mystery shoppers and act to obtain maximum scores, rendering the mystery shopping completely useless
StaffChoice — employee satisfaction StaffChoice solution offers levers for increasing employees' engagement, describes employees' perceptions, opinions, attitudes and measures satisfaction with internal services provided by support departments.
StaffChoice is the unique solution:
- offering levers for increasing employees' engagement
- describing employees' perceptions, opinions, attitudes
- measuring satisfaction with internal services provided by support departments
Employees' engagement is analysed across 4 dimensions:
- energy – employees should be passionate about their job, like what they do and contribute to company's success
- trust – in company and in employees' quality
- emotion – employees should feel attached to the company and work in a family like environment
- future intentions – the company should represent for the employees the place where they want to build their career and grow in the future
National benchmarks to evaluate employee's engagement!
WorkDrive — employee performance WorkDrive solution for employee performance combines each individual performance results with a staff internal survey on employees from a great number of companies from Romania.
Building a culture in which employees are engaged to perform at maximum levels requires strong management skills, but also a healthy work environment. Evaluating performance often depends on more factors, and most of the times that will require looking at each individual, your own company but also at other organizations. WorkDrive combines each individual performance results with a staff internal survey on employees from a great number of companies from Romania as a benchmark, in order to help correlate performance with the work environment and company culture.
Process:
- You provide performance results at individual staff level
- Mercury Research links individual performance results to survey results
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You receive the report with factors correlating with performance – e.g. employees working here have higher work performance