To ensure your employees are following company policies, procedures and expectations with every customer, every time, we provide field research. With field research the objective here is to gather data regarding your customers’ interactions.
- Standard Research: Focuses on employee compliance regarding company policies and procedures to determine if those guidelines are being followed with every customer, every time.
- Targeted Research: Focuses on evaluating specific employees and/or specific shifts. Maybe used to address specific concerns with those employees and/or shifts.
- Revealed Research: Provides instant feedback to employees by having a researcher provide an immediate reward to an employee who meets a specific set of criteria during the interaction.
- Telephone Research: Focuses on how your employees interact with customers, answer questions, and following corporate guidelines on the phone.
- Corporate Compliance Audits: Focuses on non-customer interaction compliance including the correct placement and supply of displays, correct and up to date signage, correct allocation of space and supplies, etc. This option usually requires the researcher to reveal their identity to secure the cooperation of location managers and staff to conduct the corporate compliance audit.
Field research results can be provided as a written report or, depending on local laws and the specific situation may be provided as an audio or video recording.
Are your employees fulfilling your promises to your customers?
You spend a lot of time, energy, and resources building your processes and defining your brand for your customers. But it is your employees who execute your plans and interact with your customers. How can you be sure they properly represent you and your business?
An I-Spy Performance Measurement program may be just what you need. Your program will:
- Provide unbiased feedback for employee incentive, rewards, and bonus programs to reward star employees and managers.
- Provides objective, real-life feedback to employees regarding their upselling attempts, professionalism, and overall presentation from an unbiased customer’s perspective.
- Free you and your staff to focus on your work instead of gathering data.
- Allow you to track progress over time and react to negative feedback before it impacts all your customers.
- Support your training activities to ensure training guidelines and expectations are followed across shifts and locations, including in broad geographic areas.
Thanks, we have it covered.
Most businesses have multiple sources of feedback – “in-house” programs, manager observations, traditional surveys, and the feedback of family & friends just to name a few. All have merit it their own ways, but none have the advantages of an I-Spy Customer Experience program.
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