How well is your frontline really performing?
Whenever customers come into contact with your frontline team – whether face-to-face, by telephone or website – there is an opportunity to cement a customer relationship, or to destroy it. This is why so many companies are placing customer service at the very top of their boardroom agenda. Senior leaders hope that their staff are following procedures and service training, but cannot be there to oversee them all the time. Customer Feedback has a role to play but an independent, objective view on actual performance can be so much more powerful.
Yellow Door partner with React, the leading market research consultancy in the UK specialising in the measurement of customer experience. As acknowledged experts in their field, React can investigate a wide range of disciplines at both an operational and strategic level, to measure the success of training programmes, sales/marketing initiatives or as a constant temperature check of the end-to-end customer experience. No other research methodology can offer objective feedback on performance at every level of an organisation.
Working together, React and Yellow Door are uniquely placed to deliver a potent return on investment. We enable our clients to make the fullest use of the information provided by engaging and educating frontline staff, actioning and measuring improvement, embedding change and driving results.
We understand how to deliver a real return on investment when undertaking a mystery shopping programme. Service sector companies usually invest huge amounts in their advertising and marketing, so getting a fresh perspective on what actually happens when those hard-won clients and customers interact with your staff can be an enlightening and highly-valuable experience.