Market Force white paper: better together — integrating customer satisfaction survey and mystery shopping data

As the on-site experience becomes more and more of a differentiator and consumers become increasingly demanding, forward-thinking companies seek to provide the perfect customer experience — not just to attract and retain customers, but also to generate a measurable financial return.

Market Force logo

Many companies assume that by providing customers with an all-around positive experience, financial metrics such as market share, average basket or ticket size and same store sales will naturally increase. This, however, is both difficult to prove and a risky assumption in a world driven by finicky consumers. Worse, managers tasked with making measurable improvements often don’t know what to change in order to improve customer experience. Should they invest in employee training to encourage friendly service? Better product quality? More cashiers or staff to reduce wait time? What specific performance adjustments will create the perfect customer experience, larger sales numbers and ultimately the maximum financial return?

Many factors affect the customer experience, including price, location, product availability, appearance and competitive offerings. Market Force Information specialises in measuring the last three feet of the sale — the on-site experience that drives loyalty, POP decisions and brand equity. This requires two very different and very complementary data streams: direct customer feedback data obtained from real customers and operational behaviour data collected by mystery shoppers…

Click here to download the full white paper.

Latest from Marketing Week

NOT REGISTERED? IT'S FREE, QUICK AND EASY!

Access Marketing Week’s wealth of insight, analysis and opinion that will help you do your job better.

Register and receive the best content from the only UK title 100% dedicated to serving marketers' needs.

We’ll ask you just a few questions about what you do and where you work. The more we know about our visitors, the better and more relevant content we can provide for them. And, yes, knowing our audience better helps us find commercial partners too. Don't worry, we won't share your information with other parties, unless you give us permission to do so.

Register now

THE BEST CONTENT

Our award winning editorial team (PPA Digital Brand of the Year) ask the big questions about the biggest issues on everything from strategy through to execution to help you navigate the fast moving modern marketing landscape.

THE BIGGEST ISSUES

From the opportunities and challenges of emerging technology to the need for greater effectiveness, from the challenge of measurement to building a marketing team fit for the future, we are your guide.

PERSONAL AND PROFESSIONAL DEVELOPMENT

Information, inspiration and advice from the marketing world and beyond that will help you develop as a marketer and as a leader.

Having problems?

Contact us on +44 (0)20 7292 3711 or email subscriptions@marketingweek.com

If you are looking for our Jobs site, please click here