Customer Journey Mapping

​

You probably think you understand your customers’ experience but do you really or is it just your view of their journey, which is influenced by your bias to the business? Unsurprisingly it can be difficult for business owners and their teams not to let their inside knowledge and understanding of the product or service affect their ability to take an independent view of the customer’s reality, which is why an impartial view can really add value.

​

Choose from one of the following packages:

​

Silver:

This package maps the journey your typical customer takes with you.  That is every point of communication and interaction between the customer and your business is detailed, starting from the prospect stage to after they have received their product or experienced your service. Once the journey has been recorded it looks at how enjoyable it was for the customer and whether it provided everything the customer needed.  From £350

​

Gold:

Having completed the review set out in the Silver package, the Gold package will additionally look at what the business sets out for the customer journey and what is actually happening in order to determine any differences between the experience of the customer and the business strategy.  From £475

​

Platinum:

This package includes the work detailed in the Silver and Gold packages but its focus is on identifying what the ideal journey would look like for the customer and the business and then aligning these to produce something that is both of value and feasible for the customer and the company.  It includes a full report from both the customer’s point of view and that of the business and most importantly will make recommendations for creating the perfect journey and quality touch points with your customers.  From £700

​

​

Mystery Shopping

​

Established in the 1940s Mystery Shopping services have increased significantly over time and can offer real value as a market research tool.  Most notably associated with measuring quality of service, they are also extremely useful when it comes to ensuring compliance with both legislation and/or company procedures and for obtaining product and service information.  Businesses that take time to understand the service they provide to their customers will no doubt create raving fans, promote loyalty and stay ahead of the competition. 

​

Mystery shopping can be carried out through a variety of methods including in person at your business premises, over the telephone with your Customer Service and/or Sales team or even via post, where the quality of information and the speed with which it is mailed can be measured.   If you have a website and require ‘online mystery shopping’ please take a look at the Website Review packages.

​

Before any mystery shopping begins we will agree whether you are looking for a general review or to concentrate on a particular area of the business.  You could choose Mystery shopping as a one off project or for it to be completed more than once, at random, to check whether the results are consistent. You may even choose for it to be carried out at regular intervals to check the service over a period of time and importantly to monitor any improvements after action has been taken.

​

Choose from one of the following packages:

​

Silver: 

This package allows for you to use up to 1.5 hours Mystery shopping time and the results will be fed back to you via a voice call or Skype video call.  From £175

​

Gold:

In addition to what the Silver package offers, the Gold package also includes a written report of the findings of the Mystery Shopping exercise.  From £275

​​

Platinum:

The Platinum package includes all of the features of the Silver and Gold packages but more importantly includes recommendations and suggestions as to where improvements can be made to enhance the quality of the service.  This is based on processes and tasks rather than named individuals, unless that is your specific requirement.  From £425