In This News:
Tough Questions Series: Part 4
Tough Questions Series: Part 4
“Can I view CSAT and Mystery Shop data side by side?”
Everyone’s heard the pop psychology concept that people are either left-brained or right-brained thinkers. Some of us think with the left side of our brains, which lets us excel at analytical thinking & logic. Some of us think with the right side of our brains, which is dominant with artistic, creative and intuitive abilities. But the truth is that using your brain in a functional way means using both halves – and teaching them to work with and complement each other.
Mystery shopping and customer satisfaction surveys are like the two hemispheres of the brain. On the left, mystery shopping’s strengths are in its analytics: Mystery shopping data is gathered by experienced evaluators who maintain a detached and unbiased perspective, and who provide objective factual results. In contrast, “right-brained” customer satisfaction surveys are all about opinion – and often, the opinion is a very strong one. These are real shoppers telling you what they really feel.
Just as with the hemispheres of your brain, when mystery shopping and customer satisfaction work together, the resulting business intelligence is far greater than either one on its own. Mystery shopping can tell your client how their locations are meeting corporate standards. Customer satisfaction surveys can tell your client where customers perceive their experience as particularly painful or pleasant. By comparing the customer comments that stand out with those same locations’ performance on objectively measured standards, your client can get a sense for whether their corporate standards are resulting in an improved customer experience.
Book 4 of the Tough Question brochure series covers questions related to Reporting. So when prospective clients ask IF they can view customer sat and mystery shop results side-by-side, you’ll not only be able to tell them yes, you’ll be able to explain WHY doing so means better business intelligence:
Left Brain Right Brain
(Mystery Shopping) (Customer Satisfaction)
Mystery Shopping systematically delivers Customer Satisfaction Polling through IVR
in-depth analysis from professionals who phone surveys and ICR web surveys delivers
execute your specific scenarios and compare a large volume of feedback from actual
employee performance to corporate standards. customers with real-world experiences
* Measures Corporate standards * Measures Consumer Opinion
* Experienced Evaluators * Actual Customers
* Factual, Objective * Emotional, Subjective
* Unbiased, neutral feedback * Extremely positive/negative feedback
* Comprehensive Overview * Individual Opinions
Combined
Reward Strengths & Address Weaknesses
Both methods enable you to trend areas at risk for low customer satisfaction and implement preventative measure such as training programs or employee incentives to correct and strengthen these areas.
Instant Feedback Response
Both methods can notify key people in your organization immediately when a customer requests contact or gives a specific response. This opportunity for timely reaction enhances your ability to recover from poor service as well as to reinforce positive experiences.
To find the answers to other tough questions, you can access the pdf for each full brochure in the “Tough Questions” series here: http://marketing.sassieshop.com/tough/
And if you missed Part 1 of the Tough Questions Series, here it is again:
“How do you select the best shoppers?”
“How do you know the data you collect is real?”
“What are you doing with Mobile?”
Prospective clients ask tough questions all the time. But you’re not a SASSIE encyclopedia, and you won’t have to be…because we’re arming you with the ultimate SASSIE cheat sheet! Our new “Tough Questions” brochure series gives you the best answers to the toughest questions. So the next time you get asked “Can you deliver top-level results to our mobile devices?” you’ll be prepared.
There are currently 4 brochures in the series: Mobile, Reporting, Data Validation, and Scheduling, and we will soon be adding 2 more on Support & Other Features.
In the next few issues of SASSIE News, we will be highlighting one question from each brochure, beginning with a question from Book #2: Data Validation & Fraud Protection:
“How do you know your shoppers did the shops?”
We’ve all seen those Dateline stories on Mystery Shopping scams–and it runs both ways: Fake companies scamming real shoppers; fraudulent shoppers duping legitimate companies. Fraud is an industry-wide challenge, none of us are willing to let a few bad apples tarnish the hard-earned reputations of many. So the importance of arming your system with fraud-prevention tools is two-fold: It preserves the validity of your company’s data, and it also helps to strengthen our overall industry.
With SASSIE, your system is armed with the most robust arsenal of fraud protection and data validation tools in the industry. However, knowing which tools offer which types of protection is half the battle. And that’s where Book #2 in the “Tough Questions” brochure series comes in.
Inside are the answers to tough questions about Data Validation & Fraud Protection, so the next time a prospective client asks you “How do you know your shoppers did the shops?” you’ll know which tools add up to the best answer, and you’ll walk them through your system’s multiple levels of defense:
GeoVerify
GeoVerify utilizes smartphone GPS and/or cell phone tower triangulation to verify a shopper’s location and time while their shop is being performed.
Here’s how it works
a) Shopper GeoVerifies location & receives code
b) Reviewer checks validity of shopper’s position
Answer Cross-Checking (RuleZ Programmable Forms)
Improbable (or impossible) answer patterns can be automatically detected by programming forms with our RuleZ technology.
Shoppers answering “YES” to every question instead of taking the time to answer the questions truthfully? RuleZ can alert your reviewers of fraud the instant they view a shop.
Photo DNA
Photo DNA scans imcoming file uploads against all previous uploads to detect duplicate/Photoshopped photos.
Two types of scans are performed:
1) Data Scan: Using data embedded in typical photo files, the digital “DNA” of each photo is recorded and compared to previously oploaded files. This “DNA” cannot be altered by graphically altering photos with Photoshop or similar editors.
2) Visual Scan: Many programs can visually compare photographs containing common subjects such as faces, buildings or products but fail at less common subjects.
Photo DNA is the ONLY photo analysis technology optimized for mystery shopping, using proprietary histological algorithms to detecct duplicate/faked documents such as receipts and business cards.
To find the answers to other tough questions, you can access the pdf for each full brochure in the “Tough Questions” series here: http://marketing.sassieshop.com/tough/
Stay tuned for more Tough Question highlights over the coming days!
Best wishes,
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