Measurement
Visit our Grass Roots Performance Measurement website
Integral to driving the success of any performance improvement solution is the measurement of desired behaviours.
Grass Roots offers you proven expertise in mystery shopping, audits and direct customer feedback as a basis for identifying where service standards can be improved. These techniques provide the necessary insight to reward and recognise individuals and teams, and allow for the delivery of targeted education and communication.
Many of the largest international retail brands currently appreciate how our measurement services deliver actionable data and not simply statistics.
Range of Techniques:
Mystery shopping - we have an extensive panel of shoppers who represent diversity and disability alongside other demographic characteristics.
Introduction to Grass Roots mystery shopping
www.grassrootsmeasurement.com
Customer surveys - we conduct online, postal, telephone and automated surveys giving customers the opportunity to choose how they respond.
eSurveys - our solution allows large scale surveys to be conducted rapidly and efficiently, whether you are seeking to gain insight from an employee attitude, job satisfaction or customer satisfaction survey.
We provide a complete service starting with research to establish customer needs, to providing reports that inspire your people to improve and acknowledge those who succeed.
The latest technology enables us to provide rapid feedback on the web, by e-mail, telephone or on paper.
To find out how we can help you deliver the service you customers want, please read on for examples of our services in action.
Example of our work
Asda’s approach to customer satisfaction combines value, powerful presentation and helpful colleagues. They receive the feedback they need to maintain their high levels of service from a mystery shopping programme delivered by Grass Roots.
We select mystery shoppers that match Asda’s customer profile. They visit each store once a month to assess the environment and their interaction with store colleagues. We also evaluate Asda's disabled and home shopping services.
Our rapid, colourful and clear summaries enable senior management to identify trends and make comparisons, with clear signposting to store managers on areas to focus on.
For more information on our philosophy to Measurement, contact Jamie Thorpe.
To find out more about Grass Roots Performance Measurement, click here.