Measurement
Improving the Customer Experience
Performance measurement is integral to driving success in performance improvement.
Grass Roots offers proven expertise in mystery shopping, customer satisfaction surveys, employee surveys and product availability audits, as a basis for identifying where service standards can be improved. These established research techniques provide the insight necessary for you to reward and recognise individuals and teams, and to deliver targeted education and communication.
Leading international brands commission our performance measurement services to:
- Identify and address what matters most to their customers
- Achieve consistent performance and differentiate the customer service experience through their people
- Enhance customer relationships, engagement, satisfaction and loyalty
An introduction to Measurement services
Performance Measurement Techniques.
Mystery Shopping
We have an extensive panel of mystery shoppers who carry out over 150,000 mystery shopping visits each year for global clients. Our approach stands out from the norm due to our high levels of creativity, leading quality and engagement.
Customer Satisfaction Surveys
Also including event driven, perception and lifecycle studies, we use a vast array of techniques, including web, postal, agent, SMS and interactive voice response (IVR) - often giving customers their channel of choice. We annually collect the opinions of over two million consumers to provide our clients with valuable and actionable feedback.
Online Surveys
Our proprietary e-survey solution enables you to conduct large scale surveys rapidly and efficiently, whether you are seeking to gain insight from an employee, feedback from a partner or running a customer satisfaction survey. We offer a full service solution. from establishing customer needs to providing actionable output and action planning.
Measurement clients include:
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