PowerPoint

1 CUSTOMER EXPERIENCE 2016 4SERVICE 4SERVICE GROUP !

1

2 4SERVICE4Service Group - Customer Experience, Mystery Shopping.4Service Group . Mystery Shopping

1

1-

2

3 4SERVICE4Service Group - Customer Experience, Mystery Shopping.4Service Group . 2001 .

15

3

4 4SERVICE

52 4Service Group - Customer Experience, Mystery Shopping.4Service Group . , , , . 2 1 000 000

2015 300 000

5 4SERVICE4Service Group - Customer Experience, Mystery Shopping.4Service Group .

"mystery shopping" MSPA.

6 4SERVICE4Service Group - Customer Experience, Mystery Shopping.4Service Group . -

300 +

B2B , Mystery Shopping, Customer Experience

- Mystery Shopping & Market Research

- Mystery Shopping

4Service Holdings GmBH

84Service Holdings GmBH4Service Group - Customer Experience, Mystery Shopping.4Service Group .

-

-: ,

:

:29 52 , ,

-

8

9 :

Mystery Shopping POS Guest Track NPS management

Call - Web Social Media ,

Online

:

Web Social Media Distribution Check Mystery Shopping NPS-

:

Online 4SERVICE (, ). . //-. . . . /. (). . . .

:

9

10

4SERVICE . Mystery Shopping .

2001

11

2005 . Mystery Shopping MSPA Europe 2005

,

2006

12

2009

12

13

201035 000

300000 :! ! 4Service Scheduling. Mystery Shopping & Market Research .

2011

13

14

2012 , . 2004 -2013 . 100

2013

500000 : !

14

15

201435 000

! 15% 30%

15

16

2015

HR- 2014

2014

- .

16

17

2015

300 000+

!

1 000000 ! - .

4Service Group Customer Experience .

ESOMAR.

17

18 4SERVICECUSTOMER EXPERIENCE 52 - - , -, , MYSTERY SHOPPING ,

19

:Start

20

12456

NPS

3

21789

10

11 , :

4SERVICE 22

4SERVICE23

NPS, CLS, ACSI MYSTERY SHOPPING

MSH MSH KPIBenchmark

CALL CENTER

POS Audit Mystery Employee

-

RESEARCH

CATI, Benchmark

WEB SOCIAL MEDIA

SHOPMETRICS

On-line Action planActive training & feedback

Distribution checkPrice 4SERVICE 24\7

GUEST TRACK

On-line Ticket dashboard

360

24

4SERVICE 25

MYSTERY SHOPPING 4SERVICE

KPIs Agenda Benckmark 4Service

26

set-up Team set

27

Brain storm ,

28

NPS

NPS = % % CLS

Mystery shopping 4service29

-

MSPA

GRADE

-

100% -

4service30

4service

12 24-48

31

4service (48-72 ) 100%

32

4SERVICE 33

SOFT #1

20 on-line Dashboard

MOBI AUDIT

on-line Retail & price monitoring SURVEO

- S-

ACTION MANAGER

ticket & priority Boosting

Welcome

Executive summary

1 Live

4service35

Shopmetrics

: NPS

-dashboard

36

Shopmetrics

Feed back

30.16%

80.88%

100.00%

37

SHOPMETRICS38

SHOPMETRICS 39

SHOPMETRICS

PROVOKING

PRIME DEPENDENT,

, HESITANT , ,

40

41 , ,

, ,

,

,

,

,

, ? CLS

,

, ,

( ) , : / , 2 (1 2 ) , ,

,

, !!!!

!

!

( ) ( )

(1) (3)SHOPMETRICS (3) (50) (65) (4)

(1) (98 000)

(3) (1) (1)

- (1)( )

(1)

(1) (5) (5) (1)

( )

43

4SERVICE 44

45

4SERVICE

46 4SERVICE

4SERVICE

4SERVICE

48

,

49 4SERVICE

,

50 4SERVICE

51 4SERVICE

52 4SERVICE

53 4SERVICE

53

54 4SERVICE

54

55 4SERVICE

56 4SERVICE

57 4SERVICE

57

58 4SERVICE

59 4SERVICE

/ , 60 4SERVICE

61 4SERVICE

, , 62 4SERVICE

63 4SERVICE

64 4SERVICE

4SERVICE

http://4service-group.com/65