WHAT WE DO > MEASURE …
Generate excellent customer experiences
with customer MEASUREMENT
Track your business performance from your customers’ lens through relevant touchpoints to uncover elements that can strengthen engagement.
Services:
Customer Measurement
- Customer Satisfaction
- Customer Centricity
- Customer Behaviour
- Customer Needs
Brand health monitoring
Mystery Shopping
- Customer Service Evaluation
- Competitor Analysis
- Company Standards & Procedures Evaluation
Employee measurement
Customer Satisfaction
Why measure customer satisfaction
Fulfill your customer satisfaction KPIs
Comply with your ISO requirements
To determine the level of your service performance
To determine how much your customers are satisfied with your service
To provide an excellent customer experience
Find out more about METRIX’s iNFINITE CSAT, click here >>
Metrix iNFINITE CSAT® will answer all these important questions and more…
METRIX APPROACH TO CUSTOMER SATISFACTION STUDY
- Determine CSI
- Determine the level of customer satisfaction
- Identify how much the services are meeting customer expectation
- Determine performance of each service touch points
- Identify which areas are doing well and which are not
- Tools:
- Journey mapping
- Metrix Customer satisfaction model
- Net Promoter Score
- UX and usability
- Quantitative survey via online or offline
- Identify key issues and the intensity of the issues
- Understand how customers want to be served (what, when and how can delight them)
- Tools
- Qualitative research
- Focus Group Discussion
- Follow up calls
- Identify key improvement areas that optimize the impact of the improvement actions on customer satisfaction
- Tools
- Regression analysis
- Gap Analysis
Mystery Shopping
Moment of truth from a customer experience
If you’re managing multiple locations, you need to ensure each one is delivering exceptional customer service and maintaining your brand’s reputation. Losing customers or receiving negative reviews can be costly.
So how can you ensure consistency across all your outlets, whether it’s a store, restaurant, bank, or theatre?
What is Mystery Shopping?
Mystery Shopping provides you with objective insights into how your business is presenting itself to customers. This tool allows you to monitor and assess various aspects of your operations, giving you a clear picture of what’s happening on the ground.
From operational compliance to customer service quality, appearance, and wait times, Mystery Shopping helps you identify areas for improvement and optimize your customer experience.
Find out more about METRIX’s iNSIGHT SHOPPING, click here >>
Our services include:
Customer Service Evaluation
We assess how your employees interact with customers, providing valuable feedback on their performance and compliance with company standards.
Competitor
Analysis
Understand how your business stacks up against competitors, identifying best practices and areas for differentiation.
Company Standards and Procedures Evaluation
Ensure that your locations adhere to established guidelines and operating procedures, maintaining consistency and quality across the board.
Our Experiences:
