Branch Marketing
Optimised branch concepts via Mystery Shopping and Business-to-Consumer Studies
We can offer you a complete range of services with various Mystery Shopping methods and Business-to-Consumer Studies so that you can achieve the optimal concept for your branches. On the basis of our experience in the markets, we are able to create a tailor-made study for any question or problem you may have.
Mystery Shopping
Mystery Shopping has proved itself as an ideal instrument for consistent and targeted customer orientation.
By using specially trained interviewers who work very precisely to make test purchases, seek test advice, make branch checks and/or test calls (Mystery calling), Mystery Shopping enables
- Objective checking of the quality of the advice, assistance and service provided by the staff in your branch or call/communication centre
- Identification of weak points and potential points for improvements
- Internal and external service comparisons (Benchmarking)
- Sensitization and motivation of staff to customer-orientated behaviour
- Checking the efficacy of measures which have been introduced by time series comparisons (Monitoring)
Business-to-Consumer Studies (B-to-C)
We do the consumer and customer interviews (telephone, face-to-face, written and online) so you can have:
- Competition-Image-Analyses to determine image, success factors in competition, the role of the competition and strategic positioning
- Strength/weakness analyses
- Customer interviews at POS
- Analyses of the acceptance of (new) strategies and sales/distribution channels e.g. E-Commerce, new trade and service concepts
- B-to-C Special studies which have been tailor-made to your requirements
