Fonolo

DECEMBER 15, 2022

Your call center platform will give you plenty of quantitative data, such as abandonment rates and service levels, which you can compare against your qualitative data, which includes customer feedback and surveys. We hear a lot about reducing friction for customers in this industry. Invest in the Right Contact Center Software.

Contact Center 138

Contact Center Mystery Shopper Technology Technology 138

Kerry Bodine

MAY 11, 2020

You can also compare operational, financial, and customer-feedback data from before the pandemic and with those that you’re collecting now — and look for directional changes. How have our customers’ needs and expectations changed? How have our competitors’ experiences changed? Just don’t rely solely on this research method.

Mystery Shopper 122

Mystery Shopper Customer Experience Government Retail 122

Execs In The Know

FEBRUARY 21, 2025

Drive Continuous Improvement: The insights gleaned from Mystery Shopping, CX, and EX research fuel a continuous improvement cycle, ensuring your brand consistently delivers exceptional experiences. Why A Combined CX and Mystery Shopping Program Matters Customer feedback, while valuable, is subjective and influenced by personal biases.

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52

Execs In The Know

FEBRUARY 21, 2025

Drive Continuous Improvement: The insights gleaned from Mystery Shopping, CX, and EX research fuel a continuous improvement cycle, ensuring your brand consistently delivers exceptional experiences. Why A Combined CX and Mystery Shopping Program Matters Customer feedback, while valuable, is subjective and influenced by personal biases.

Mystery Shopping 52

Mystery Shopping Mystery Shopper VOC CX 52

InteractionMetrics

SEPTEMBER 17, 2019

They would put a kibosh on leading questions and never bug customers with irrelevant or rote inquiries. Toward this end, I have compiled some of the checks we use to vet the customer feedback programs that we manage for our clients. Toward the best customer surveys! Let’s get started! Bad Data from the Start. Garbage in.

Double-Barreled Question 45

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 45

InteractionMetrics

SEPTEMBER 17, 2019

They would put a kibosh on leading questions and never bug customers with irrelevant or rote inquiries. Toward this end, I have compiled some of the checks we use to vet the customer feedback programs that we manage for our clients. Toward the best customer surveys! Let’s get started! Bad Data from the Start. Garbage in.

Double-Barreled Question 40

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 40

PeopleMetrics

JULY 23, 2018

The best VoC programs are squarely focused on integrating all types of customer feedback related to the customer experience. The result is that VoC becomes the single source of truth for all experiential customer feedback. Verified & Observed Feedback. Verified Feedback. It is an absolute must.

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72