Customer satisfaction surveys and mystery customers
There are many reasons to listen to the Voice of your customers: to improve your brand image, to optimize the Customer Experience, to improve the Quality of Service, to identify the levers of Customer Satisfaction, to reinforce the performance of your commercial strategy or to raise the awareness of your teams to Customer Service. Also, the choice of a contact channel (e-mail, SMS, social networks, mail, and telephone) adapted to your target is decisive to guarantee the quality of the surveys.
The telephone is still today a privileged vector for customer surveys. As an interactive channel, it favours the collection of qualitative information (verbatim, behaviour) that is essential for satisfaction surveys. Thus, telephone surveys, frequently coupled with the sending of questionnaires online or by post, activate participation (entry of contact details, reminders). Similarly, mystery calls, like e-mails or mystery conversations on social networks, are a key tool for evaluating the relationship and quality of service of the contact points in your Customer Journey (Customer Service, telephone and after-sales assistance, switchboard, etc.).
This is why having your satisfaction surveys or mystery customer studies carried out by a multichannel contact center, an expert in Customer Relations, secures your approach. In fact, you have a decision-making tool at your disposal thanks to our cutting-edge technical and methodological know-how. You also benefit from the expertise of survey managers, experienced in listening to customers and specialists in customer interviews.
Giving full value to your customers’ feedback
Partner in your customer loyalty strategy,
we appoint an “Ambassador” to accompany the implementation of your customer study.
We accomplish
Setting up the mission: the type of surveys you wish to conduct (customer satisfaction, mystery customers by telephone, email or social networks), your objectives, the Customer Journey.
The constitution of your target base and your sample: our Wayline experts evaluate with you the segmentation and the quality of your data (panel, representative sample…).
Advice on the creation of your telephone questionnaire or the writing of mystery shopper scenarios: process, duration, description of situations, type of questions, etc.
Customized configuration of the administration tools by Wayline using our integrated IIS.
La constitution de l’équipe dédiée : nos chargés de clientèle sont formés aux techniques de questionnement.
Conducting a full-scale validation test on all parameters and channels of your survey to ensure the quality of the process and the data collected.
The launch of the mission from our customer relations center with regular internal quality control and by your representatives (listening to random calls on site or remotely).
The quantitative and qualitative summary of your action, whether one-off or recurrent.
Expertise in measuring and improving customer satisfaction
Wayline improves your Customer Knowledge and contributes to the development of customer loyalty. Our difference: a 100% “By Wayline” method built on a proven approach to managing satisfaction surveys and mystery calls, combined with an “in-house”, totally agile technical solution.
Entrusting us with your customer surveys means :
- Benefit from support and advice at every stage of your project in order to effectively guide your customer loyalty and satisfaction strategy
- Have a multichannel approach to conduct your mystery shopping (email, social networks and telephone) or your customer satisfaction surveys by phone
- Convey a quality image by relying on a team of experts, who will know how to positively address your targets or your teams, while showing empathy and benevolence
Discover our business case
The client’s request
Our client, a world-renowned actor in the Transport sector, wishes to evaluate the performance of its commercial agencies in charge of Customer Service (commercial information, delivery follow-up, damage, etc.) in relation to its Quality Reference System.
Its objectives:
- Identify dysfunctions and strong points in the Quality of Service
- Distribute individual bonuses on the basis of a reliable Customer Quality indicator
Our answer:
To meet the qualitative and quantitative challenges of our client, we have implemented a tailor-made multi-channel mystery shopping solution that includes :
- Definition of targets and sizing of the representative sample
- The conception of a call scenario per channel, adapted to each context
- The choice and training of a team of customer relations managers to make the calls according to a rotation schedule that guarantees impartiality and anonymity.
- A qualitative analysis and synthesis of the evaluations highlighting the performance and changes compared to previous waves of calls
Tell us about your project now
You are in the reflection phase or you are getting ready to launch your project,
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