people with differing opinions
Active Service Measurement

This service provides a unique insight into how various businesses provide services to their customers from initial contact through to ongoing communications and response to customer requests as well as providing additional services in the areas of Customer Services and Quality Control.

For the main service Mystery Shoppers, either in person, by phone or by post, enables us to undertake a Response Audit to sales situations, general queries and requests for information or marketing materials providing an invaluable benchmark for companies within their business sector.

Our clients nominate the areas they wish to measure, their key competitors they wish to benchmark against and the frequency with which the research is to be undertaken. We then structure a mystery shopper campaign appropriate to these requirements.

Following implementation of the campaign a detailed report is provided to the client and if they wish top-line results are released to relevant industry or national magazines, papers and broadcast media.

Active Service Measurement can also be utilised to monitor or measure the ongoing performance of any remote workers or sub-contractors supplementing your own Customer Service activities in order to ensure that standards are maintained consistently.

In addition to our research based services we can provide a national Quality Control Visit service enabling you to outsource this work if your business requires it. Our Quality Control Inspectors would be fully briefed to your requirements and this approach would enable this work to be undertaken in a more cost effective manner.