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 ServiceScan
Assist you to deliver outstanding point-of-sale service.
It’s a tool developed by Zdology which aims at benchmarking the business service quality by the use of comparing with other competitors in many different industries. The Internet and various media are taken advantage of to establish an in-time, accurate quality monitoring and feedback system. You can attain almost real-time research data and reports according to your specific requirement. Besides, you can visualize business service quality through checking videos and audios.
Introduction of mystery customer study
- Mystery customers study refers to visitors, who are professionally trained by Zdology, go to observe and experience the service and related surrounding environment as a general customer at a specific location.
- During this process, the visitors will note down the main points in their mind according to the benchmarks and tape the dialogue between the company’s staff and them. After the visit is finished, the visitor will fill out a questionnaire from a general customer’s point of view.
- In addition, the visitors will also provide related suggestions on certain aspects. Zdology then combines the data of quantitative research with those reflections so as to provide you with a more comprehensive picture of your business performance at POP.
Characteristics:
Incentive…… Prompt the managers of each level to strengthen their management, especially the internal management at the point of purchase.
Authentic…… Attain feedback directly from the point of view of customers and enable you to discover and improve the shortcomings in services
Systematic…… Analyze the in-depth reasons through a scientific system which enhances business competence by perfecting management strategies and systems.
Instructive…… Information provided can be used as the guide of staff training
When you come across the following tricky issues, such as…
I’ve no idea what the performance of my sales representatives is regarding their communicative skills and manner…
I can’t figure out whether my terminal performance outplays my main competitors…
I’m not sure that if my customer service staff is able to deal with complaining customers friendly…
I don’t have a clue of how fast my staff provides service…
ServiceScanTM enables you to locate the keys to the answers!
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1. Research Project Design
* Understands client’s business objectives
* Establishing standards of assessment
* Design of sampling method
2. Project Execution
* Recruitment & training of mystery shoppers
* Formulation of process and guidelines
* Monitoring audio and video recording
3. Produce On-line Report
* Data collection & processing
* Design the ways of on-line report generation
* Client generate reports based on requirements
* Summarizes periodic execution
How to assure the consistency of the data?
—Establishing standards of assessment
A set of matured service quality assessment model enables ServiceScanTM to integrate client’s service training program, objectives and procedures with standards of evaluation. Thus, visitors can evaluate the performance in line with objective and detailed standards, which ensures the reliability of the data.How to assure the effectiveness of the data?
—Monitoring the videos/audios
Each visit will be taped or shot in secret so as to monitor the quality of visits. After the visit, each mystery shopper is asked to fill out a questionnaire and mark down their feeling and opinions of the target location.
The operation department of Zdology double-checks the questionnaires filled out by visitors with the help of the videos/audios to ensure the accuracy of the data.
Videos/audios of each period will be categorized according to their quality and related evaluating standards. This makes it convenient for the clients to review the specific situation.
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Customer-oriented
ServiceScanTM centers around client’s needs and dedicates to turning your business objectives into efficient and feasible evaluating standards.
All-round and objective evaluating standards
ServiceScanTM owns a developed system of service appraisal model which can combine your current service training programs, standards as well as procedures. Also, each standard has its own detailed grading elements and thus ensures the objectivity and consistency of different mystery visitors.
Professional mystery customer visitors
Zdology has established and maintained close and strong relationship with dozens of agencies around China who are greatly experienced at mystery customer study.
Powerful on-line research platform
Clients are able to customize their data reports after Zdology has designed the data report’s production mode according to their specific wants and needs around the clock. Logging on the system can help you to achieve this end.
Strengths of ServiceScan™ on-line research platform
Easiness——real time reports are released on-line and save your time of waiting as well as increase operation efficiency
Flexibility——multi-dimensional cross-analyzing reports are available anytime to clients, which lessens your dependence on research companies
Straightforwardness——owns graph builder futcion of data report, easy-to-handle system as well as visualized reports
Applicability——has data output function which can further analyze data in EXECL and SPSS
Consistency——the data from the beginning to the end is saved on the system, thus clients can locate the information they need for reference without effort
Generally speaking, ServiceScanTM is applicable to terminal parts of sales and service industries which emphasis on communicating with consumers, cosmetics, domestic electronic products, banks, telecommunication, automobiles and catering industries in particular.
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