Measure ALL your customer channels
Gather a holistic view of customer experience across multiple touch-points including:
Instant messaging and live chat
- Email and online forms
- Remote video interactions
- Physical visits or consultations
Our comprehensive scorecards and questionnaires have been designed by customer experience professionals to reflect the changing times and requirements businesses face.
The carefully selected questions capture the key metrics needed to monitor performance objectively and inform business improvements, whilst providing invaluable detailed comments highlighting the emotive aspects of customer service.
Get actionable insight to drive improvement
Yomdel’s New Customer Journey assessment will give you:
- Combined overall score for each assessment
- Safety/hygiene compliance score (physical interactions only)
- Sales process score
- Customer experience score (including new metrics on how safe and comfortable shoppers felt)
- PLUS invaluable open text commentary from each mystery shopper
New Customer Journey Mystery Shopping can be used to measure single communication channels e.g. virtual tours, or combined to measure one customer’s journey as they progress through multiple touch-points with your business.
Our questionnaire design enables consistent analysis of key performance metrics across the different channels.
Written reports can be supplemented with video footage and recorded audio files, to inform staff training and demonstrate best practice.
Here at Yomdel, we have selected the most relevant criteria you should be measuring. However, we also know that every business is different, and as with all our mystery shopping products, scorecards and questionnaires can be customised to your precise requirements and objectives. Just ask!
If you'd like to know more, just complete the form here, and we'll get straight back to you.