Customer Satisfaction Survey and Mystery Shopper Audit Services
With the increasing popularity of online shopping, it has become an integral part of the retail business, especially when consumers are looking for variety and convenience. A pleasurable online shopping experience can pose material impacts not only in the promotion of a brand, but also in business expansion. How can you collect valuable feedback from your consumers? What actions you can take to evaluate whether your e-commerce business is delivered to your consumers as expected when everything can be completed online with ease? SGS is pleased to offer the Customer Satisfaction Survey and Mystery Shopper Audit services that suit both online and physical stores to enhance customer experience.
About Cusomer Satisfaction Survey (CSS)
TO CONNECT WITH YOUR CUSTOMERS
- Make improvements and enhancements by identifying the strengths and weaknesses of your own and competitors from the perspective of customers.
- To gauge your own and competitors’ customer satisfaction.
- Establish key drivers which promote customers satisfaction.
- Differentiate your brand from competitors and conceive successful marketing strategies.
- Keep your consumers coming back and enhance customer loyalty.
- Explore how brand image plays a role in consumers’ buying decision.
In addition to inviting customers to complete a customer satisfaction survey, monitoring the customers’ true opinions on social media can provide a more comprehensive understanding of their feelings. SGS has rich experience in customer satisfaction surveys. From questionnaire design to data management, we also provide consultation and training services that form targeted solutions for businesses.
About Mystery Shopper Audit (MSA)
TO REASSURE DESIRED CUSTOMER EXPERIENCE
- Reveal the real customer experience by measuring how staff engage with customers.
- Verify staff has fulfilled the designated service standard requirements.
- Understand the influence of the service performance of staff against customer satisfaction.
- Identify the key drivers for customer satisfaction.
Key Processes in MSA
- Project design
- Setup and manpower management
- Recruitment and training
- Fieldwork
- Quality control
- Reporting
Key Data Collected in Fieldwork
- Appearance and etiquette of staff
- Selling skills of staff
- Objection handling skills of staff
- Store environment
- Quality of product, service or food
- User experience and security of an online store
- Speed of response and delivery
- Benchmarking with competitors
- Other specified assessment points
About MSA for online stores
- Evaluate the logistic of online shopping in real life.
- Identify the strengthens and weaknesses of the entire online shopping platform from different perspectives.
- Validate if the provided information, services and products meet the required standards.
- Leverage the reviewed scores to compare your performance with the industries or other competitors.
- Reassure that the entire online shopping journey fulfils the expectations of consumers.
- Strengthen the consumer confidence in online shopping.
Assessment Points and Other Services
- Service and Experience: User Experience (web navigation, layout and design), Shopping logistic, Pre-sales service, Delivery arrangement, After-sales service, Packing
- Speed: Online chat, query and email, Order confirmation and receipt, Delivery
- Information: Clarity, Accuracy, Compliance
- Safety: Security of payment, Personal data collection
- Operation Test: Web and Application, Multichannel marketing campaign
- Market Intelligence: Standard service assessment
Customized, Industry-Specific Learning Solutions
SGS Academy leverages a vast dataset encompassing 39 industries and 200,000 customers to identify learning gaps and develop tailored solutions. Learn more about the courses listed below:
Q1. How can the Customer Satisfaction Survey (CSS) help?
- Discover new opportunities
- Make improvements and enhancements
- Monitor customers’ opinions on social media
Q2. How can the Mystery Shopper Audit (MSA) help?
- Reveal the real customer experience
- Benchmark the quality and speed of services
- Ensure compliance among staff
- Drive insights for improvement
Q3. Why choose SGS for MSA service?
SGS has many years of experience in the Mystery Shopper Audit (MSA) in providing worldwide professional services. Our strong and excellent team of mystery shoppers were strictly trained and examined to ensure the consistency of audit indicators. Professional mystery shopping reports help you to obtain accurate information to formulate relevant strategies or improvement solutions in time to stand out in the market.
- Cutting-edge online platform enhances the efficiency and accuracy of reporting.
- The vast majority of professional mystery shoppers have or are completing qualifications in tertiary education.
- More comprehensive services covering the Greater China.
Q4. What insights are provided by SGS' platform and professional report?
Our cutting-edge online platform reports key data efficiently and accurately. Customizable dashboards give you an at-a-glance view of how your stores are performing.
- Store information and performance summary
- Trend of overall performance
- Performance by important checkpoint
- Comparison among stores in the same district
- Comparison of important checkpoints among stores in the same district
- Performance versus the same period in the past
- Automatic arrangement of the important checkpoints or service touchpoints that need priority improvement
