Hospitality Industry Achieves Highest NPS Score for 2020!

S eeing as the Hospitality Industry was shut down for most of 2020 and early 2021, these scores are surprising. However, it does show that with the small amount of customer research we were able to carry out, the Hospitality Industry did their best to go above and beyond in the short windows of opportunity [...]

2021-02-22T16:12:15+00:00February 22nd, 2021|Categories: covid-19, Customer Experience Programmes, Mystery Shopping, nps, Retail|0 Comments

How well are your team handling Virtual Appointments with your customers?

T he first lockdown forced many businesses to look at the way they communicate with each other and their customers, which saw the rise of virtual meetings through platforms like Zoom and Microsoft Teams. Now that we are in lockdown 3.0, this way of communicating has become so normal that it is difficult to image [...]

Online Mystery Shopping

The shopping landscape has changed perhaps forever. If you cannot order it and find out how it works online, then your product or service will become redundant. This is all about the customer experience on your website. Perhaps before it was just a place where you add items or a service to a basket, [...]

Are you offering virtual appointments to your customers?

With the news of a second lockdown, many businesses are continuing to find ways to adapt how they offer their services to customers so that they can continue trading throughout the pandemic. Many car manufacturers and dealer groups have evolved to be able to offer virtual appointments for customers who are interested in a vehicle, [...]

My View Research

This year has been challenging for all businesses, however, we have worked incredibly hard to make sure that we can service our clients and support them with all of their business needs and requirements during these unprecedented times. During lock-down we were given the gift of time. Time to reflect and think about where [...]

What is the mystery shopper assessment process?

So why bother with mystery shopping and how important is it for your brand? The answer is extremely important if you want to stay relevant and continue to evolve and adapt for your market. Let’s explore how this works instore for the retail brand. What does the mystery shopper assess? When customers cross the threshold [...]

2020-12-14T14:06:17+00:00August 4th, 2020|Categories: Customer Experience Programmes, Mystery Shopping|0 Comments

How can your mystery shopping programme be more cost effective but still provide valuable insight? 

Many businesses invest in mystery shopping as a tool to evaluate customer experience. Mystery shopping is a very effective measurement tool as it allows you to replicate a real customer enquiry and create a measurement criteria, based on your sales process and training programme. Mystery shopping can take place face-2-face, via phone or online to [...]

Do your team feel safe in their working environment?

In light of COVID-19, businesses are having to put measures in place for the safety of their staff and their customers. But what do your team think about how you have handled the pandemic as their employer, and the measures that you have put in place for their safety? Staff satisfaction is key to retaining [...]

How will customer service be measured alongside social distancing?

Customer service is still at the forefront of everyone’s mind, even during these unprecedented times. How businesses cope with fewer staff members and social distancing measures will have an impact on the level of service they deliver to their customers.   Pre COVID-19, many businesses had customer experience (cx) programmes in place to measure the level [...]

What is your Social Media Reputation Score?

Social media reputation management is the process of tracking, monitoring and ultimately eliminating negative social media material about your brand. If done properly, social media reputation management builds your credibility to customers, which strengthens their trust in your brand. In this digital age of everything being accessible online comes the added pressure of how [...]

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