In the name of Service!
INTERNATIONAL MARKET RESEARCH CUSTOMER EXPERIENCE MYSTERY SHOPPING
Standards of service are the minimal requirements that employees of service companies need to fulfill in order to provide quality service. However, it often seems that customers do not really care about such elements of service as a smile, greeting or employee’s politeness, and their main goal is to get through with the purchase as quickly as possible and go back to other tasks.
On November we have opened a sales and client support office in Baku, the capital of the Republic of Azerbaijan.
On December , 10-11th , 4Service team visited Cologne (Germany), the city which is the birthplace of the first perfume industry in Europe, as well as the site of one of the greatest and highest cathedrals in Europe.
On December 5, as part of the project «Ukraine HR-Brand Award 2014», the first practical conference of HR-branding took place. The main goal of this event was to promote nominee projects as well as to share experiences among employer-branding professionals.
On October 1st 4Service opened our office in Bratislava, the capital of the Slovak Republic. The location is to serve as our 2nd operational hub in Europe with a focus on managing our scheduling fieldwork inside the EU, and also to become our new 4Service Scheduling headquarters!
In early autumn 4Service company conducted research on the service expectations of the men and women who visit grocery supermarkets. Interesting findings were revealed about who accompanied shoppers during their grocery shopping. Men proved rather to go shopping with friends, while women tend to go shopping with children.
In 24 out of 100 cases, bank employees in Kazakhstan didn’t greet customers and in 17 cases they didn’t say farewell, according to the data from 4Service company's analytical report “Service Quality Research on Personal Banking in Kazakhstan banks”.
A service quality audit can be based not only on evaluation of employees who sell to customers or serve them; employee performance can also be checked on other levels. It can be especially useful at the staff recruiting stage, since it is the performance of HR-specialists that determines who works for a company.
We all like prompt service. We are really happy when the queue at the cash desk is one person and this person has only a few items. However, when the queue is up to ten people, we are resentful and even consider abandoning all merchandise and staging a walkout.
The speed of questionnaire delivery to a client is one of the most crucial competitive advantages in the marketing technologies industry as well as the most important service quality indicator. 4Service company, which improves service quality in service companies, enhances its own service too, that is why 4Service monitors and increases the speed of delivery of questionnaires to its clients.
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