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NEW Customer Journeys

Assess your COVID-19 compliance measures

Ensure maximum customer satisfaction

Implementing new ways of working quickly, can leave your business blind to its current performance.

Getting measurement in place early fuels constant improvement and competitive advantage.

As businesses physically re-open, alongside continuing unprecedented levels of virtual interactions, now is a crucial time to measure and monitor how you, your staff and processes are meeting the expectations of the New Customer Journey.

New Customer Journey Mystery Shopping

Our bespoke assessment product will measure new processes and systems you are already implementing and provide insight and training on what else your business and staff can do to deliver an exceptional customer experience.

Click the infographic below to take a closer look at New Customer Journeys:

New Customer Journeys Infographic

Or take a look at our Case Study from Attic Self Storage, and see how they measured new customer journeys during COVID-19 lockdown.

Use our services to:

  • Check new safety and hygiene measures are correctly implemented and adhered to
  • Measure staff performance vs new/changed processes and identify training gaps
  • Monitor customer service response times across all channels
  • Test new virtual products such as video consultations or virtual building tours
  • Gather insights into diverse customer expectations and attitudes to risk
  • Optimise the complete customer journey and drive growth

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
  • Telephone
  • 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.

Schedule a chat

Get in touch to discuss New Customer Journey Mystery Shopping

If you prefer you can schedule a time to chat with us that suits you, using our appointment calendar here:

Schedule a chat with us