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Our objective and independent Mystery Measurement tools focus on bringing you a clear comprehension of how your customers experience your organization.
Qmatters’ key feature is the use of experienced, anonymous test customers, the Mystery Professionals ©, supported by the especially developed Qmatters Model and our web based reporting tool, the Qmatters Monitor.
Each one of our Mystery Professionals © possesses an extensive knowledge and experience in assessing service and hospitality. During their Mystery Visits, Calls and Bookings they easily spot issues unnoticed by others. They know like no other what a customer and service oriented attitude means, they observe thoroughly and revealing even the tiniest details.
Mystery Visits
Research through anonymous customers, Mystery Visits, brings you a detailed overview of the entire sales and service process, employee performance, perception of front office surroundings and their impact on the image of your organization. From the results we will suggest improvement measures that can noticeably enhance service quality.
We strongly believe in applying a continuous measuring program. It offers you the appropriate tools to keep your team keen and to adjust the service process and staff performance when necessary.
Mystery Visits can easily be combined with Mystery Calls and online (internal) customer satisfaction research for even better results.
Mystery Calls
By applying Mystery Calling we are able to make a complete scan of the telephone performance of your organization, by measuring not just the accessibility, but also the quality and customer perception of these contacts.
Our research offers you complete insight in the telephone accessibility at every level of your organization. It focuses not just on the performance of the operator, but also specifically on the process of call forwarding, switch backs and dealing with calls for absent contacts.
Our detailed scan is always completed with practical suggestions to further improve your telephone performance to help you strengthen your public image.
Mystery Bookings ©
Especially designed for the conference and meeting industry are our Mystery Bookings.
In the hospitality industry guest and customer experience is of the utmost importance. The road to success starts with the very first commercial contact. From that moment on every single contact with the potential customer is essential in the booking process.
An objective and independent method to analyze your sales and reservation process and the accompanying sales opportunities is the use of our Mystery Bookers.
These professional, anonymous test customers complete the entire sales and reservation process, just like any regular meeting customer. Information request, RFP, tentative and definite booking and cancellation, they assess your service based on your predetermined criteria and our proven Qmatters method.
Our Mystery Bookings© show you how well your reservations and sales process lives up to your customers’ expectations and whether your staff’s actions and information match your desired image. We also map whether all sales opportunities are utilized.
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