The telephone is very often the first contact that your customers have with your business or organization for purchase or service. How your staff answer enquiries may make the difference. Your company brand image & customer perception depends on the conversation.

This service evaluates the purchase process from initial contact by telephone, email or mail through to the delivery of the service/product or information required. In this multi-channel world your customers may research on-line, see the product in store, order a brochure by telephone or email and then order online, by telephone, fax or mail.

Our Mystery Shoppers will call, write or email for a brochure or product or information about the service and then report on the efficiency of your customer services.

Increasingly popular with our clients, this comprehensive service highlights all areas of the online experience for your customers.

We will score your website across a wide range of criteria, from usability and accessibility through to data security and ease of purchase.

We will score your online helpdesk service for areas like information, technical and procedural knowledge, Helpfulness, etc.

Many clients ask us to 'visit' their competitors' websites using the same scenario and to score them against the same criteria.

Frequently customer satisfaction surveys are undertaken in response to a perceived problem or opportunity, perhaps falling sales, reduced footfall or checking the standards being achieved in a new branch.

Our research team will uncover exactly what the problems are in your business or organization and where the key issues lie.