Customer Experience

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Services in numbers

92 %

Of our clients declared that CX level corresponds with sales results

74%

Of our clients started to design CX right after Mystery shopping program

88%

Of our clients included CX as the integral part of Global strategy

It takes 12 positive customer experiences to make up for one negative experience.

33% of consumers would recommend a brand that provides a quick but ineffective response.

70% of buying experiences are based on how the customer feels they are being treated.

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Sample of Customer Experience program and analytical report.

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How it works?

  • You fill out the request
  • We form the team according to your needs
  • We launch the work and vulnerability search
  • You receive the full list with all weaknesses
  • You receive the fixing instructions

Our high quality standards

  • Brand new technologies using peoples knowledge and machine learning

  • verified
  • Own indexes and methods

  • verified
  • Worldwide indexes measurement – NPS, CSI, CEST

  • verified
  • Competitors benchmark

They have already improved their performance

Better Business

“Quick and efficient fieldwork. Prompt responses and updates from the primary contact.”

GetTaxi

“While working on the projects, 4Service has demonstrated it’s ability to approach the tasks with full responsibility, to perform the work properly and in time. Distinctive features of the «Scheduling Worldwide» work are its high professionalism, organization of the employees and experience in improving customer service.”

Ipsos-Comcon

“When there are requests for mystery shoppers we consider Scheduling Worldwide in the first place. ”

Jysk

“The polls are carried out with a certain frequency in order to keep track in time; the procedure has been done for decades. We conduct them once in half a year, measure brand knowledge, brand attitude, consumer perception of price level, quality level compared to specific competitors as well as how our consumers perceive the level of service in the store, that is, we evaluate all the factors. ”

Kamaz

“4Service offers high quality investigations and we are absolutely delighted with their results which help us evaluate customer loyalty and influence how we improve on our service. We feel 100% certain we have made the right decision in choosing 4Service to conduct this work for us.”

Karcher

“We started out with an open audit concept. But this concept did not reflect our real goals. In other words, the customer’s point of view was missing from the equation. And then we decided, after receiving the first results from our Russian colleagues, to start afresh with mystery shopping as a new tool to improve our sales performance.”

Nivea

“A large base of mystery shoppers allows evaluating the quality of service with the coverage of the whole country. Comfortable functionality of the report-system allows producing the statistic data in the frame of each store and consultant, in addition to the questionnaire components. Such a method of data flow allows to rapidly monitor the level of service, as well as to provide prompt feedback to our employees. All of the above help us to greatly increase the level of professionalism.”

PZU

“PZU has been working with 4Service Group since 2011. The company implemented the Mystery Shopping program, which included the individual questionnaire which had been specifically developed according to our company standards. We receive regular updates on the monitoring results and also regular presentations of the outcomes.”

Socar

“Socar highly recommends 4Service as a reliable partner. They conduct high quality quantitative and qualitative studies and provide invaluable guidance on how to move forward.”

Société Générale

“The broad base of Mystery shoppers allowed to provide their constant rotation of visitors and low recognition throughout the project. This gives us confidence in that the assessment of the work of the personnel is carried out independently and objectively.”

UniCreditBank

“It’s worth noting the following advantages of working with 4Service Group: – User friendliness of “Shopmetrics” platform. – A large base of mystery shoppers, thus facilitating “rotation” standards. – Flexibility and high-professionalism of the project team. As a result of our experience, UniCreditBank would like to fully recommend 4Service Group as a reliable and competent Mystery Shopping provider.”

Сustomer experience surveys

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