CUSTOMER ANALYSIS
RESEARCH SOLUTIONS TO KNOW YOUR CUSTOMERS
Market research solutions to understand the customer experience, their growth potential, buyback and loyalty.
MASTER CX
SOLUTION TO KNOW THE CUSTOMER EXPERIENCE.
Market research that identifies the consumer experience at all points of contact in the purchasing process.
Satisfactory customer experience at all contact points in the business process builds loyalty and thereby an improvement in company profitability.
The measurement and evaluation of the customer experience, from the initial perception of the brand to the after-sales service, identifies the qualitative and quantitative insights that the customer manifests, recognizing the company’s areas of opportunity.
Additionally, the generation of a CX Index allows locating the position of the company with respect to its competitors.
We carry out the measurement and evaluation of the customer’s experience in digital media using the MDI (Master Digital Intelligence) methodology.
ASSESMENT TO DETERMINE THE CUSTOMER JOURNEY
KNOW THE ROUTE THAT CUSTOMERS FOLLOW IN THE PURCHASE PROCESS.
Analyzing the customer journey, that is, analyzing the contact points throughout the purchase cycle from the perspective and experience of the consumer is key to understanding and improving the customer experience.
With this market research solution, we evaluate the perception and experiences of the client from the knowledge and perception of the brand, the attention provided, the purchase motivators, the impression towards the product and the brand after the purchase or acquisition; the needs and expectations of the client and the service received in the after-sales stage. With these elements we provide a detailed knowledge of the customer experience.
We can also know the customer’s experience in social networks, from the identification and analysis of positive or negative opinions and the recommendations that they make. For this study, we used the MDI (Master Digital Intelligence) methodology.
IDENTIFICATION OF CRITICAL CONTACT POINTS
IDENTIFY THE KEY POINTS OF CONTACT WITH YOUR CUSTOMER.
The points of contact or moments of truth in the purchase process are the interactions that a consumer has with a brand and its products: in the media, call center, website, in-store, through brochures, advertising and networks These indicators of customer experience allow us to know if they attract or drive them away with a good percentage of certainty.
The purpose of the study is to identify and evaluate those contact points that are considered critical, because they generate satisfaction or dissatisfaction among customers, in addition to generating improvement actions proposed by the customers themselves.
IDENTIFY YOUR CUSTOMER´S SATISFACTION AND RECOMMENDATION INTENTION.
The research solution that integrates the NPS (Net Promotor Score) with the customer experience, improves customer satisfaction and their shopping experience.
Consumer satisfaction generates a higher rate of brand promoting clients, loyal to it. NPS + is the market intelligence solution that generates relevant information on customer satisfaction and dissatisfaction and the intention to recommend customers at the contact points of the business cycle, the above allows us to identify with certainty – from a simulation model – the factors that They contribute to increasing the index of recommendation of users and consumers.
With the use of specialized software, we generate dashboards to show the results in real time, in addition to generating alerts for clients that require immediate attention.
GENERATION OF NPS
THE NPS + MEASURES CUSTOMER LOYALTY TO YOUR BRAND.
Customer satisfaction can generate a recommendation of the product, brand or service, with other potential customers. The net recommendation index (NPS) will be positive when most of the clients become promoters of the company.
The study to know customer satisfaction and determine the recommendation index implies an evaluation of the main elements with which the most important customers of the company have contact.
The continuous development of the satisfaction study improves the customer experience in the different service areas and processes of the company by correcting the performance of the opportunity areas identified by customers.
SIMULATOR. KEY FACTORS TO IMPROVE NPS
NPS +: MEASURE KPI WITH THE NPS + SIMULATOR.
The purchase route followed by the customer presents a significant number of variables that contribute to their satisfaction or dissatisfaction. It is therefore important to determine those that need to be improved to increase satisfaction and recommendation intention.
Once the satisfaction study and obtaining the NPS have been prepared, a correlation and simulation model is developed whose result provides the critical variables that it is suggested to attend to in order to improve the NPS obtained and the level of satisfaction, saving efforts and resources in the organization by addressing minor factors impact.
PRO SHOPPER
STUDY TO KNOW THE PRACTICES AT THE POINT OF SALE.
This research makes it possible to determine the behavior of consumers at the point of sale.
It is the market research solution that allows identifying compliance with the company’s policies, procedures and business processes at the point of sale, which contributes to standardizing the corporate image, the offers to the public, the personnel service protocols, among other elements.
Pro Shopper executes periodic measurements that manage to standardize the quality of service at all points of sale, significantly improving customer perception. With these audits it is possible to identify the service models of competitors and perform comparative analyzes to recognize best practices in the market and also generate performance indexes.
MYSTERY SHOPPING: SIMULATED SHOPPING
THIS RESEARCH SOLUTION USES REAL OR SIMULATED PURCHASES
The commercial operation in the points of sale depends to a large extent on the personnel that attends them and can vary due to a large number of factors: the delivery or not of promised offers, the application or not of special prices and other key elements in the commercialization of the products or services.
This research solution uses simulated purchases or real purchases (reality shopping) to obtain specific information on compliance with the company’s marketing processes and policies, in addition to staff performance. This generates performance indicators, which allow standardizing the evaluations of each point of sale, each area or division, and the channel as a whole.
MORE. AUDITS AT THE POINT OF SALE
MASTER AUDIT SERVICE.
Periodic visits to points of sale by specialized personnel, either as a mystery shopper or to apply audits, ensure that personnel carry out the activities for which they were hired and comply with established commercial policies and procedures.
Specialized audits allow evaluating elements such as compliance with the customer service protocol, taking care of the image of the point of sale, identifying the knowledge of the products or services by the customer service personnel, the correct operation of the systems, including billing and collection procedures, among other purposes.
