You can spend vast amounts of money on marketing your association, but what happens when people make contact with your staff?
Mystery shopping research will give you new and unique insights into the interaction between members and staff. By acting as a prospective member and undertaking a series of pre-determined tasks we will observe, experience and report back on your customer service process.
This type of feedback will enable you to:
For example we can evaluate:
The experience that a prospective member receives when they inquire about membership over the telephone, by post and via the web: Are your staff creating that all important good first impression? Are they polite and knowledgeable about the member benefits you offer?
The experience that a prospective member receives when they inquire about membership over the telephone, by post and via the web: Are your staff creating that all important good first impression? Are they polite and knowledgeable about the member benefits you offer?
Your web site: How easy is it for an outsider to navigate? How easy is it to find out about joining and to sign up on-line?
Your on-line surveys: How easy were they to complete? How long did it take? Did the questions flow in a logical order?
Your events: How welcoming are they? Was the signage and directions clear? Was it easy to register? How were they greeted? How clean was the environment?
A benchmark comparison of any of the above with other organisations.
Contact us to discuss more about your requirements because all surveys are unique. We will forward a proposal to you once we know more about the assignment, including what type of activity you want to focus on, what information and improvement factors you want measured in the process and what questions to ask and measures to record.
The research can be structured over any time period and the results checked against agreed criteria. We can then provide detailed reports that highlight the strengths and weaknesses in your processes.
Calls will be assessed against agreed criteria and a detailed report provided, highlighting staff performance and recommending training needs where necessary.
For example, we can evaluate:
We can assess how leads generated by phone, email or letter are handled.
We can evaluate:
Are your events well organized? Are correct procedures being used? Is the location clean and tidy?
We will visit your events as a delegate and report back. By using pre arranged scenarios we will record the actions taken by staff. By comparing the results to likely or expected answers, we will be able to rate customer service and compliance to procedures.
The findings can be used in conjunction with staff training to ensure they are up to standard in any weak areas.
We can evaluate:
Are your events well organized? Are correct procedures being used? Is the location clean and tidy?
We will visit your events as a delegate and report back. By using pre arranged scenarios we will record the actions taken by staff. By comparing the results to likely or expected answers, we will be able to rate customer service and compliance to procedures.
The findings can be used in conjunction with staff training to ensure they are up to standard in any weak areas.
We can evaluate:
Web sites are often one of the first places that prospective new members and existing members will visit for more information, so it is important to discover what the experience is like.
We can evaluate:
When information is posted out to members, how do they feel about the service?
We can evaluate:
Are members getting value for money from your organisation?
Often members will not complain in person, but make a decision not to renew when the renewal notices are sent out.
We can visit or survey members by telephone. We can tell you what they really think of membership and what they would like you to change or improve.
We can evaluate:
