Retail, Travel and Home
Retail: Our agents visit your shop, pub, restaurant, bank branch, garage or other premises. They may or may not purchase,
depending on how essential that is to achieving your objectives. Or they belong to your club and report back on how it feels
to be a member.
Travel: Our agents travel on your trains, planes, ships, buses, coaches etc. or our agents go
on one of your holidays and tell you about their experience.
Home: Our agents order goods for delivery at their home and let you know when those goods arrive,
in what condition and whether they were correct as ordered or they ask you to deliver a service at their homes and tell you
how well your staff did the job.
Telephone and Internet
Telephone - Outbound: Our agents make calls pretending to be customers and report back on how the call was handled.
They can test all your telephone lines, your call centre, and your email response, as well as your web site. We can provide
sample tapes or a tape of every call to help you coach staff towards excellence.
Telephone - Inbound: We can also provide an inbound call service to monitor your outbound Call
Centre activity. Our agents will answer as if private individuals or businesses as required.
Internet: Internet sites which offer a response facility have acquired a poor reputation - it
often seems that response forms disappear forever into the ether. We can monitor your site giving you feedback on usability
and functionality, and how quickly and reliably our enquiries receive a response from your company. We have a panel of home
internet users who carry out this service using a variety of different email addresses.
Business-to-Business: We can usually find ways of simulating a business calling your lines, though
you may need to help us generate realistic scenarios. We relish a real challenge!
Customer Satisfaction Research
We can interview your customers by telephone, or on site. We can tell you what they think of your service and what they
would like you to change or improve. We can find out why former customers switched to a competitor or whether current customers
might consider doing so and why - and what they say you can do to ensure they don't!
Paper-based Surveys
We can run your paper-based customer surveys such as comment cards and postal surveys, providing a data entry service with
periodic summary reports. We can provide feedback sheets for delegates at your conferences, validation and evaluation forms
and reports for trainees on your courses and employee opinion surveys to keep you abreast of the thoughts and feelings of
your staff.
Businesses are increasingly seeing each customer not in terms of the value of a single transaction but in terms of the value
of that customer's business over a lifetime. It is also generally recognised that it is far, far cheaper to retain existing
customers than to attract new ones.