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

PLEASE SIGN IN OR REGISTER. IT'S FREE, QUICK AND EASY!

Access Marketing Week’s wealth of insight, analysis and inspiration that will help you develop as a marketer and leader.

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

We’ll ask you just a few questions about what you do and where you work, so we can make Marketing Week more relevant to you.

Register now

THE BEST CONTENT

Our award winning editorial team and columnists will ask the biggest 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 will be 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.

Dedicated to developing your skills and helping you achieve marketing excellence. Find guidance on leadership, professional development and the latest industry jobs.

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