QUALITY DELIVERED - QUALITY PERCEIVED

What do your customers think?

Your aim: to rank your priorities

Is your Perceived Quality ideal?

The quality perceived by your customers is assessed through interviews with real customers.

To determine your customers' reasons for satisfaction and dissatisfaction.

Are your customers happy with the reception and service that you provide? What factors affect their level of satisfaction? ...

Is your Delivered Quality exemplary?

The quality delivered by your teams is assessed through mystery shopper surveys.

To identify your teams' actual performance: their strengths, weaknesses, areas of improvement.

Is each of your customers personally welcomed? Are your promises always kept? Do your teams fully master your sales arguments? …

A leading retail firm wishes to compare the quality perceived by its customers (satisfaction measurement) and the quality provided by its teams (mystery shopping). Cegma Topo interviews the customers of each store and sends mystery shoppers in all the stores. Our analyses help the store identifying its strengths and weaknesses in order to progress. Cegma Topo animates the retail network on the basis of the strategic guidelines set up with the firm.