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Tel: +44 (0)15395 65450
Email: enquiry@intersperience.com

Performance Evaluation

SUCCEED: Ensure your customer service, virtual and physical shopping experiences and brand reputation are continuously at their best...
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SERVICES

Customer Service

Via mystery shopping programmes and customer satisfaction surveys we find out if your customers are satisfied with your services and to what degree. We develop strategies for your contact centres and provide recommendations on staff training to both meet and exceed customer expectations.

User Experience

Assess and improve customer experience across all interactions with your brand. Identify opportunities to make it easier for your customer to do business with you – be it online, on tablets, smartphones or via retail in-store.

Performance Tracking

We facilitate the ongoing evaluation and goal setting of your organisations performance in terms of product, service and brand. By benchmarking your business against market standards we give you the competitive advantage.

APPLICATION

  • Customer service operations
  • Websites
  • In-store experience
  • Online purchasing process
  • Delivery systems
  • Complaints procedure
 

METHODOLOGY

  • Customer satisfaction
  • Customer perception
  • Mystery shopping
  • Customer journey mapping
  • User experience testing
  • Focus groups
  • In-house interviews
  • Ethnography
  • Pen portraits
We’ve gone from a business which did very little quantification of customer satisfaction to one which is very focused on this. We’ve embedded feedback in every company within the group and it has changed the way everybody in the business thinks.
Chief Operating Officer, Johnston Press