Inside Customer Service
FEBRUARY 2, 2023
Imagine you had to improve customer satisfaction. A nationwide study of fast food restaurants showed that employee friendliness was most tightly correlated with customer satisfaction. Yet co-satisfaction leader, Carl’s Jr., You are given limited time and a small budget. Let's look at the data.
Fonolo
DECEMBER 15, 2022
As a contact center manager, you might choose to listen in on some phone calls, review recordings, or even use a “mystery shopper” to get a sense of what’s working and what isn’t. You may set targets around Service Level Agreements, Abandonment Rates, First Call Resolution, or even Customer Satisfaction (CSat).
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Qualtrics
FEBRUARY 21, 2021
We’ve heard of them before, but what does a mystery shopper do and how can they drive customer experience improvements? What is a mystery shopper? A mystery shopper, or a secret shopper, is a person who is hired to audit a company to see if they meet standards. Who hires them? What do they do?
Execs In The Know
FEBRUARY 21, 2025
The Ipsos CX-MS approach offers a robust 8-step framework to achieve this alignment: Identify Key CX Drivers : Start by analyzing existing customer data, including Voice of the Customer (VoC) survey data, to identify the specific factors that have the greatest impact on customer satisfaction and loyalty for your business.
Execs In The Know
FEBRUARY 21, 2025
The Ipsos CX-MS approach offers a robust 8-step framework to achieve this alignment: Identify Key CX Drivers : Start by analyzing existing customer data, including Voice of the Customer (VoC) survey data, to identify the specific factors that have the greatest impact on customer satisfaction and loyalty for your business.
Customer Experience Matrix
JANUARY 12, 2007
These measure company-controlled activities and the quality of the experience provided to the customer. Mystery shopper scores and other pure “experience” measures would also fall into this category, since they measure what the company does rather than how customers respond.
Comm100
AUGUST 21, 2018
Customer Effort Score – How easy was it for your customer to solve their problem with your chatbot or live chat agent? Like the user satisfaction rate, this information can be obtained from a customer satisfaction survey. Another way to address and prevent customer service metric gaps is through mystery shopping.
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