InteractionMetrics
OCTOBER 14, 2016
At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do. Some see mystery shopping as a simple check-in; others see it as too artificial for an accurate customer service evaluation.
InteractionMetrics
MAY 16, 2024
Sometimes, mystery shopping is part of customer service evaluations, especially when exploring how competitors handle conversations similar to yours is relevant. Some of the components of a Net Promoter Strategy include: Analyzing your touchpoints to determine which ones make sense for the NPS question.
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InteractionMetrics
MAY 28, 2019
Methods outside of surveys include customer interviews, mystery shops, and customer service evaluations. Mystery Shops: Reveal customer service insights, especially regarding specific scenarios. This is crucial because experiences are comprised of multiple touchpoints and personas. Enable interactivity.
InteractionMetrics
JULY 22, 2019
The thing about these everything else touchpoints is that they’re not ‘surveyable’. Mystery shopping, surveys, service evaluations, wait-room observations, and “ear-to-the-ground” feedback from staff all provide medical practices with a range of perspectives and data-driven insights.
InteractionMetrics
JULY 22, 2019
The thing about these everything else touchpoints is that they’re not ‘surveyable’. Mystery shopping, surveys, service evaluations, wait-room observations, and “ear-to-the-ground” feedback from staff all provide medical practices with a range of perspectives and data-driven insights.
CX Journey
APRIL 25, 2018
Identify experience and process efficiencies Identify and remove ineffective touchpoints Kill inefficient rules, policies, processes 4. Have them “mystery shop” the journey themselves, if they don’t yet have a full picture of it. And, most importantly, what they’ll be doing with the output. Give attendees homework.
Callminer
FEBRUARY 27, 2019
Direct VoC data alludes to any touchpoints along the client journey whereby the customer anticipates that the business is listening to them. Inferred feedback: This is input received from value-based, conduct and operational information related to the customer journey across different touchpoints.
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