The results of Market Force Information’s annual US banking study are in, and it’s good news for the retail banks. Consumer sentiment appears to be improving, as evidenced by the fact that 57% of those surveyed are very satisfied with their relationship with their primary bank – that’s up 8 percentage points over last year. Banking customers are also more inclined to recommend their primary bank to friends or colleagues.So why, specifically, is satisfaction up? Which aspects...
Looking for insight in 2016 into how it executes in each of its stores in serving customers, MetroPCS partnered with Market Force Information to launch a mystery shopping program. The key component of the sales efficacy and customer service measurement tool was for the shopping results to be delivered real-time on the KnowledgeForce online reporting platform. This platform provides a snapshot of the customer experience at the location level, allowing managers to ensure...
For emerging restaurant concepts, scale is the name of the game. Increasing the number of locations is the quickest way to obtaining meaningful additions to revenue; however, the industry is littered with brands that didn’t get it right—chains that grew too much too quickly. There is a delicate balance between growth and instilling processes that ensure quality and consistency at each location. The strongest brands provide the same experience regardless of where the...
For many High Street operators, trying to drive same-site sales growth in the current UK business environment could be considered challenging; using a Customer Experience programme to achieve such growth, fanciful.However, a well-designed Customer Experience programme can deliver meaningful results that can be the difference between preserving the business and closing sites. In the current UK business environment affecting retail, restaurant and café operators, that’s the...
I went shopping this weekend, visiting all types of stores, both brick and mortar and online.  My in-store customer experience was all over the place — from a home improvement retailer who made me wait in a line of six people, even though I could see associates not helping anyone, to a national beauty supply chain where not only did I have to chase down someone to help me, but was also told, “we’re not carrying that anymore,” to a shoe purchase experience where the...
Many restaurant chains are claiming their traffic is down because of Millennials' changing dining habits. And it is true that we are becoming a nation of “autonomous customers” who research restaurant reviews and move easily between brands. Another change affecting Millennial restaurant traffic is an increase in food-delivery services (see “Food-delivery services are exploding," October 10, 2017.)However, flying in the face of the assertion that Millennials are the...
Mystery shopping programs: Driving brand standards across all locationsMost organizations leverage mystery shopping to “inspect what they expect” on a recurring basis. They implement programs that enable the business to understand where brand standards are being met and where opportunities exist for coaching. These programs are typically focused on basic customer service and brand compliance matters such as greeting and engaging customers, adherence to appearance...
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