CUSTOMER EXPERIENCE

BAD HART IS A DIGITAL MARKETING AGENCY SPECIALIZED IN MYSTERY SHOPPING SURVEYS

FOREIGN COMPANIES SPECIALISED IN CUSTOMER EXPERIENCE ARE REQUESTING OUR SERVICES TO FIND QUALIFIED MYSTERY SHOPPERS WHO MATCH THE BRAND’S TARGETED PROFILES AND WILL PERFECTLY FIT TO SOUTH EAST ASIAN MARKET COMPLEXITY AND REQUIREMENTS

We create a close relationship with our clients in order to evaluate the customer experiences standards and relationship between sales advisors and customers

Mystery shoppers surveys will reflect the customer experience, verify your standards, ameliorate the service and motivate your teams

TURNKEY SOLUTION TO OUR PARTNERS

We will help you find mystery hunters based on your clients needs

TURNKEY SOLUTION TO OUR CLIENTS

We will help you creating an observation grid in order to settle what you need to observe and evaluate based on the training given to your teams

AN ADAPTED SOLUTION TO OUR CLIENTS

We will follow your real needs and will personalize our offer based on your industry needs and your brand image. Your mystery visits survey will be perfectly adapted

WHAT MAKES YOUR CLIENTS LOYAL?

Price

Welcome

Advice

Accessibility

WHAT THE CUSTOMER EXPERIENCE IS FOR?

To verify your standards and procedures: Evaluate the greetings quality, your teams’sales speeches and check if your sales plan is respected
To ameliorate the quality of the customer experience, insure a welcome and a perfect client take ups, standardized the best process, compare your process with benchmark surveys
Understand the customer feelings in order to advice the brand with the best possible solutions to adopt
Motivate your teams when in contact with clients, animate your teams with the set up of challenges, sales targets, coaching your advisors by expressing the progression steps
Development: increase your turnover by guarantying the loyalty of customers to increase the average basket and your sales results

HOW TO EVALUATE YOUR NEEDS?

3 SIMPLE STEPS

QUESTIONNAIRES AND SCENARIO
We will work in close relationship with you in order to personalize the scenarios and the questionnaire grids, all the parameters will be settle: the timeframe, questionnaires, mystery shoppers profiles, scenarios of the mystery shoppers behavour
MYSTERY SHOPPING VISITS
Mystery shoppers will visit the store like any other regular clients
REPORTING AND DATA ANALYSIS
We will provide you the details of each mystery visits and give you an analysis of your customer experience

WE WORK WITH ALL KIND OF RETAIL STORES :

Ready to Wear Cosmetics / SPA Restaurant / Fast food Supermarket Banks / Insurance Automotive

…AND PROVIDE DIFFERENT TYPES OF SERVICES

SHOPPING IN POINT OF SALES OR COMMERCIAL AGENCIES (with or without purchases)

The mystery visits will permit to mesure the quality of service, greetings of clients, advising and merchandising

MYSTERY CALLS TO YOUR CALL CENTERS

The mystery calls will be done in real time conditions, we will evaluate your call centers process, seeing if it follows your phone greetings standards

MYSTERY WEB SURFERS

The mystery web surfers will browse through your website, fill in the contact sheets, evaluate the reactivity of the response, make an online purchase. We will measure the friendliness and comfortability of the usage of your website as well as all the extra process (call backs, documentation mailing, after sales service etc.)

THE PROCESS

1. Research design and planning

2. Shopper recruitment, spread of the requests

3. Fieldwork visits

4. Report submission, analysis of the data

5. Result delivery

Every client is different and we will work hand in hand with you to define all your selling tools. Questionnaires, scenarios, briefing of our hunters and analytics plan are tailor made to your needs and objectives.

We are recruiting mystery hunters based on your usual customers profiles. During the whole fieldwork process, the hunter are closely followed up by our team of local coordinators in order to perfectly either to understand the scenarios and visits process than to capture relevant answers based on your demand and needs.

Every questionnaires are verified one by one by our project managers before processing to data analysis.

RESEARCH FEATURES

We use a powerful tool for our data analytic and provide you results with charts, verbatim, significant figures and comments specially picked from the visits performed so we supply your with the best analyses

CONSULTING (coming soon)

We also provide a consulting service to our clients based on the study outcome. Bad Hart will help you to distinguish the key issues and provide a solution in order to maintain and/or increase the loyalty of your customers by consolidating solid retail consulting advices