Customer Experience Measurement Solutions

Shop'n Chek's Customer Experience Measurement Solutions evaluate your operational performance against your internally defined standards.  Our shopper network anonymously visits or calls your stores and answers custom questionnaires to deliver a comprehensive, unbiased view of your operations — a view you can't receive with assessments from your field team.  We reveal your business as your customers see it so you can optimize your store operations, improve customer satisfaction and maximize sales.

Benefits of Customer Experience Measurement Solutions

With Shop'n Chek's Customer Experience Measurement Solutions, you can monitor and gain insight into:

• Staff compliance with service guidelines such as customer greeting, helpfulness locating products, proficiency with transaction, etc.
• Appearance, friendliness and politeness of staff.
• Qualification of the customer's needs.
• Staff's level of product knowledge and product presentation skills.
• Up-selling of additional items and/or accessories.
• Cleanliness and general appearance of store interior and exterior.
• Proficiency and politeness of staff processing returns and/or exchanges.
• Average wait time to reach a Customer Service Representative by phone.
• Effectiveness of call center or 1-800 # communication.
• Presence and stock level of promotional materials.

This information allows you to:

• Correlate sales results to specific measurements of the customer experience.
• Know which levers to pull to optimize the customer experience.
• Identify areas where new procedures and/or additional training can improve your bottom line.
• Reinforce desired behaviors by rewarding store managers and personnel who deliver an outstanding customer experience.