We specialize in providing thorough, multi-dimensional feedback in a report that provides our clients with verification whether the standards and service of their clients are in compliance with the established requirements. The report consists of an analysis of whether the service provided by the employee complies with the standards and contains information and development tips. You will not find one-size-fits-all approach in Mystery shopper reports prepared by Compass&Partners.
The team develops personalized weights, improvement potentials and recommendations for further action. Everything is productized with an audit report discussed by a qualified consultant. Over the years, together with our clients, we have developed this model to provide maximum added value, both in terms of confirming compliance with standards and finding ways to build a competitive advantage on the market.
Compass&Partners conducts Mystery Shopper/Patient Audits in quantitative (from 200 and above) and qualitative research (volumes from 50 to 200 in the study).
We have our own methodology for analysing results, developed by a team of analysts, calibrated with the client after analysing the process, applicable standards and a representative sample of Pro audits.
Our network of auditors is highly qualified, constantly trained, and competent to conduct audits in a given industry. The process of recruitment, training and collecting auditor questionnaires is carried out by a qualified team of supervisors from Compass&Partners.
The entire process - from completing audit questionnaires, to their qualitative collection, monitoring statistics, and access to source data - is carried out in close cooperation with the client using the original Compass&Partners application.
The process is extremely transparent, from establishing measurement methods, audit questionnaires and survey quality, to the analysis process and presentation of results.
Reports are discussed with stakeholders in terms of macro and micro results. The reports are supplemented with recommendations for process and strategic changes in the organization. We also have the resources and competences to train internal customer service resources, implement process changes and increase efficiency in the provision of high-quality services.
The KIVI application is a tool for auditing and monitoring, in terms of quantity and quality, the standards of the customer service process, intended for every industry.
The KIVI application manages auditor surveys, access for observers on the client’s side, qualitative receipt of surveys, and complaints.
Thanks to the application auditors are trained, knowledge tests and quantitative reports are generated.
Communication skills, politeness, pro-client attitude
Appointments, complaints, resolving customer issues through remote calls/emails
Packaging, damages, errors in the order
Post-sales support (feedback, relationship maintenance, proactive sales actions)
Availability of products from the offer, display, waiting time, alternatives, availability of substitutes
Handling demanding customers, simulating non-standard situations
Cleanliness, amenities, display, parking, accessibility
Cleanliness, amenities, display, parking, accessibility
Compass Technology Lab
A tool for parameterizing and measuring activities performed by an employee during the working day.
Compass Technology Lab
A tool for auditing and monitoring the standards of the customer service process in terms of quantity and quality, intended for every industry.
Compass Technology Lab
A tool for conducting snapshot analysis - MULTI OBSERVATION STUDY - a study in which the consultant records what activities the employee performs at specified intervals.
Compass Technology Lab
An application supporting effective project, initiative and team management.