Also known as “Mystery Customer Research”, “Shadow Customer Research” is one of the researches that can be done to evaluate the service performance and customer relations of companies in a rapidly changing competitive environment. It is of vital importance for the sustainability of companies that these weaknesses can be overcome quickly. Especially, fast detection of errors seen in these processes and taking appropriate actions reinforces the loyalty between companies and their customers and provides companies with a significant advantage in sectoral competition.
At this point, shadow customer research stands out as one of the most cost-effective and effective methods of measuring the quality of customer service.
Shadow customer research, where you can reach the most accurate results about your company with Pulside’s experienced staff and expert staff, is a type of research that helps you learn first hand the real experiences of your customers at your authorized service or dealer. As a result of these researches carried out without the knowledge of the dealer employees, evaluations are made, the service quality is improved and a large increase is experienced in the audience of potential customers.
With shadow customer researches, you will have the opportunity to observe and evaluate to what extent your company employees and dealers comply with the procedure you have determined regarding customer relations and sales process. In this way, you will have the opportunity to improve the sales skills of your employees and dealers by making the necessary arrangements, and you can determine the points they need training in the most accurate way. In addition, you will have the opportunity to measure the possible consequences of your current training on your employees.
Contact us to achieve the most accurate results and to better position your brand & amp; your organization against possible risks and opportunities.
