QS Plus Consultancy helps businesses to measure the impact of customer satisfaction and loyalty through our engagement surveys and mystery shopping audits.

We assist businesses by determining specific answers to critical questions about customer attitudes and behaviors. We will seek to understand your concerns and examine drivers of customer satisfaction and loyalty. Next we will guide you in selecting the appropriate survey methodologies and tools, designing the questionnaire template, scheduling and implementing the survey. On completion of the survey, we will provide thoughtful analysis and presentation of survey findings with actionable recommendations to the management teams.

QS Plus Consultancy provides consultation through customer engagement surveys and mystery shopping audits. Clients who have gained from our consulting experiences either through customer satisfaction surveys or mystery shopping audits include AXA General Assurance, B.U.M Equipment, Commerce Life Bhd, Commerce Assurance Bhd, Dagang Net Technologies, Nokia, OCBC, TIME dotCom Bhd and Totalife.

For more information, please contact us to schedule an appointment with our consultant.
Every business wants to retain its best customers. But did you know that research has shown that it costs five times more to attract a new customer than it does to retain a current one? With that kind of money at stake, it makes sense to make a low-cost investment in a customer survey.

What do customer surveys usually measure? Among many, these are some of the common issues that require quantitative and qualitative answers, such as:

1. How well are we satisfying our customers' needs?
2. How well are we satisfying our customers compared to our nearest competitors?
3. How do our customers rate the value of our process, products and/or services?
4. Where and what should we do more for our customers and focus less on?
5. Are our customers happy with our personalized service?
6. How loyal are our customers? What is the likelihood that they will recommend and re-buy our products?
7. What do customers want when we win them back after a service failure?

There are many methods to conduct customer surveys. However, any of these methods is usually dependent on the business's objectives, its population size, the complexities of the survey questions, the duration of the survey, the budget allocated for it and the manpower deployed to conduct the surveys.

For more information, please contact us to schedule an appointment with our consultant.

Whether you need a customer survey designed from scratch, or have an existing survey that needs to be administered, or engage an independent party to speak to your customers on your behalf, QS Plus Consultancy will take steps to ensure validity, reliability and bias reduction while achieving the maximum survey response rate possible.

If you have any enquiries about customer surveys, please do not hesitate to contact us for free consultation.
Mystery Shopping is the practice of using trained shoppers to anonymously evaluate customer service, operations, employee integrity, merchandising, and product quality. It goes by many names, such as secret shopping, mystery customers. anonymous audits, telephone checks or call center audits.

Here is a set of FAQ about mystery shopping.

Why use mystery shopping?
When location, pricing, and product assortment are no longer unique, service is often the key to success or failure. Research has shown that it costs 10x more to get a new customer than to keep an existing one. One unhappy customer will tell 5 other people of their bad experience with service. With the advent of the Internet, millions will now know about an unhappy customer's experience at the click of the a mouse.

What are the benefits of mystery shopping?
Based on our experience, here are some reasons why businesses initiate mystery shopping.

1. To monitor and measure service performance
2. To make employees aware of what is important in serving customers
3. To reinforce positive employee/management actions
4. To audit pricing & merchandising compliance
5. To identify training needs and sales opportunities
6. To ensure positive customer relationships at the front line

Who uses mystery shopping?
Any businesses that need to monitor their operations, facilities, product delivery, and service performance should consider mystery shopping. Businesses such as banks, retailers, call centers, E-commerce services, government agencies, hospitals, franchise operations, hotels, restaurants and many more have used mystery shopping to improve their levels of service.

How does QS Plus Consultancy conduct its mystery shopping?
QS Plus Consultancy uses tested and proven methods of measuring service. Our trained shoppers will visit on-site, observe, interact with the service providers, make purchases, test for service recovery, dine at the restaurants, make online reservations, test for product information or voice-record telephone conversations, and many more creative methods of assessing service.

How to make the most of the mystery shopping programs?
Senior management teams must be committed to the program. Employees are more focused on their tasks when they are aware about those things that impact the bottom line. Here are some of our recommendations on how you can get the most out of mystery shopping.

1. Get the buy-in from the staff and managers before initiation
2. Realize that shop scores are more reflective of the business than the individual
3. Use the reports to target training and operational adjustments
4. Provide rewards for excellent reports
5. Evaluate only those things that can be changed

Remember, what is important to all mystery shopping programs is the commitment of the management teams to take steps to improve and/or change their current service delivery as a result of the program.

If you need further assistance about Mystery Shopping audits, please do not hesitate to contact us for free consultation.
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