Our new ‘Customer Service Pulse’ add-on allows you to turn complex mystery shopping report data into clear area or regional action points. The new service performance review tool will transform the way you communicate with your area managers. The function provides a simplified view of big data that those within customer insights, operations and training teams should all have access to.
Manager Action Plans with Customer Service Pulse
Drilling into mystery shopper data with one click
Simply choose the relevant area (North, South, etc.) and click on Pulse. The system instantly gives you the five key areas of focus for that particular area and the five stores holding the area back the most, helping you to build a clear manager action plan. The Pulse screen also shows the potential impact if these problem elements and locations were addressed. In short, with one click you have a bespoke area or region action plan at your disposal at the click of a button. Tackling these marginal gains on an area by area basis can have a dramatic cumulative effect.
Customer Service Pulse
How to focus on marginal gains in customer service:
- Review the survey criteria to ensure it matches the goals of the business
- Analyse sectional and group data by region, manager, location or mystery shop survey
- Review results in context and focus on your quick wins for performance gains
By getting managers and staff to focus on smaller components you can make a bigger difference to the overall customer service. This helps to develop a consistent and high quality service every time you interact with your customers, it also allows you to pick out training points with staff for future improvements.
Break down the mystery shopper survey and build a manager action plan
By starting at the beginning, we help you to strip back your service to the key components to help you build the story of your business through a detailed mystery shopping survey. With this in place your action plan will formed into ‘Customer Service Pulse’. This helps you to build question by question a story which can be translated into a potential overall positive percentage increase in performance. See the related article on how to design a great mystery shopping survey.
For sports scientist, the focus might be on fitness, nutrition and rest. In retail, we can focus much in the same way on elements like customer acknowledgement, service and up-sell. Whichever discipline you operate within the ultimate goal is the same – to improve and marginal gains at each step. By combining and measuring all of the key elements we can develop the overall manager action plan to be followed which helps us to improve our benchmark scores over time.
But just like sport it doesn’t happen by accident, trainers, development teams and coaches are instrumental in helping to measure and improve the core components one step at a time. You can only do this with a robust set of data. So, whether you’re a sports scientist or a retail insights manager the requirement is the same.
Having the ability to see the key areas for improvement so quickly makes reviewing your mystery shopping scores effortless.