We are specialists in the development, implementation and monitoring of Customer Experience metrics in Brazil. By looking from outside in, we seek to incorporate a customer’s perception of the companies’ internal processes in order to increase satisfaction and profitability. Our work is to create and manage performance metrics to generate specific actions to improve customer experience. Our team consists of experienced, creative and dedicated people, besides being very good-natured! Our Solutions: We seek to measure and improve each contact point, based on what is more important for the customer’s experience. – Mystery Shopping: Unidentified evaluations carried out by ordinary people – customers or prospects of the evaluated services – whose objective is to: verify if the company’s standards are being complied to, identify benchmarks (evaluation of the competition), evaluate the effectiveness of the frontline staff training, evaluate the efficiency of the sales attempts, among others. – Operational Audit: Checks carried out by trained auditors whose aim is to identify company noncompliances, especially the physical and operational aspects.
