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Our Services

New Normal SOP Assurance
Mystery Shopping
Mystery Calling
E-Mystery Shopping
Customized Mystery Shopping
Quantitative & Qualitative Research
Training
New Normal SOP Assurance

Are all visitors body temperature measured? Are hand sanitizers always in place? Are table, sitting and queuing arrangements meet the safety requirements? Are all employees wearing masks? Are employees enforcing social distancing?

The overall question will be: Has the health protocol established by the company been consistently carried out as expected? As you restart your business in the Covid-19 situation, we understand that you are facing many challenges. Your customers are anxious with health and safety concerns. Your hard-working employees are required to be flexible and adapt to new responsibilities. All at the same time as you work to adhere to the government compliance regulations. In these unprecedented times, companies that consistently enforce these new demands will be winning customers trust and confidence.

How We Can Help ?

With Mystery Shopping Methodology, we will regularly evaluate whether your business locations are consistently operated in compliance with your Covid-19 protocol. Especially those protocols which directly related to customers engagement.

What We Measure

1. Signage, Markers, and barriers
2. Health Screening
3. Occupancy, Seating and Queuing Arrangement
4. Social Distancing
5. Sanitization
6. Clothing and Protective Gear
7. Employee Engagement
8. Hygiene and cleanliness

Key Benefits

1. Ensures the safety of customers and employees
2. Allows store management to provide proof of compliance to government authorities
3. Increasing customers trust and confidence toward brand

Mystery Shopping

Mystery Shopping is the common and effective method to measure quality of service, or compliance with regulation, or to gather specific information about products and services. The mystery shopper visits the selected stores with an objective previously determined by the client, a location and assess performance based on pre-defined metrics set out by the business in question depending on the nature of the metrics, the purpose of the shop, as well as the type of industry. Shopper will behaves like as a real customers and makes inquires, asks for help, makes contact with the staff according to the schedule compiled together with the client, and after leaving the store the experiences are laid down into a written report. In order to control standard operation (e.g. receipt providing) purchase might take place as well in certain situations.

Mystery shopping are great for businesses where a shopper can present himself as a potential customer without causing any suspicion. Getting an impression from a neutral third party is a great way to evaluate whether the client company’s training programs have been effective as far as product knowledge and customer service practices.

The most common types of industries that use in mystery shopping are :  

I Restaurant and Bar
I Hotel
I Telecommunication
I Retail
I Banking
I Insurance
I Fitness
I Health Care
I Hospital
I Automotive
I Logistic and Courier Services  

Mystery Calling

Mystery Calling is an effective tool to measure your front line teams’ ability to handle these important incoming telephone calls. The objective of this method is checking and measure the communication skills and knowledge the working duty requires. Collected data assures that the customers receive a seamless interaction from getting a proper greeting, required information, and guidance for any of their queries. The mystery shoppers contact online or telephone customer services with an objective predefined by the client. They behave as ordinary customers, they make inquires and ask for help. Through Mystery Calling you are ensured of a transparent and independent method. This ensures that everyone in the organisation is constantly working to optimize the telephone contact.

The most common types of industries that use mystery calling are :  

I Call Centers
I Restaurant and Bar
I Hotel
I Telecommunication
I Retail
I Banking
I Insurance
I Fitness
I Health Care
I Hospital
I Automotive
I Logistic and Courier Services

E-Mystery Shopping

No matter what product or services on your online platform but online should be the first touch point of your business so you should guarantee your customers have as smooth and rewarding of an experience with you as possible. E-Mystery Shopping help client to monitor and review their internet sites, reporting on everything from their usability, effectiveness and customer service performance. Client valued feedback will help them to improve services and earn you money at the same time. 

The most common types of industries that use e-mystery shopping are :  

I Restaurant and Bar
I Hotel
I Telecommunication
I Retail
I Banking
I Insurance
I Fitness
I Health Care
I Hospital
I Automotive
I Logistic and Courier Services
I Telecommunications
I Automotive
I Real Estate
I E-Commerce
I Online Customer Feedback 

Customized Mystery Shopping

This method combine all of method into one measurement. Most of the client want to check from the first touch point until last point of their customers journey.

The most common types of industries that use customized mystery shopping are :  

I Restaurant and Bar
I Hotel
I Telecommunication
I Retail
I Banking
I Insurance
I Fitness
I Health Care
I Hospital
I Automotive
I Logistic and Courier Services
I Telecommunications
I Automotive
I Real Estate
I E-Commerce
I More …. 

Quantitative & Qualitative Research
01 I Customer Satisfaction Survey

We conduct Customer Satisfaction Survey to gain a decent understanding of your customer’s overall satisfaction with your service by assessing their answers so you can tell what areas of your company are doing well, and where you need to focus future improvements.

02 I In Depth Interview

In person or over the phone, we conducts in-depth, one-on-one interviews to identify detailed perceptions, opinions, beliefs, and attitudes from target market.

03 I Forum Group Discussion

We recommends focus groups when you want to gain multiple perspectives from your target market in an interactive group setting.

Training
01 I Service Character Building

Customer Service Character is the solid foundation before providing a Service Excellence. Character is the magic ingredient that sets you apart from the rest. Our training will help you to put your mindset and attitude in a customer oriented mode in order to achieve the customer service excellence.

02 I Customer Service Excellent

How you handle your customers can directly affect company’s performance. Customer Services Excellence Course will give you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.

03 I Train The Trainer

The Train the Trainer course will give you sets of skills required in order to deliver a professional training session. This course is suitable for everyone who may be requested to deliver training in their roles.


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Jl. Ampera Raya No.188,
Cilandak Timur – Ps. Minggu
South Jakarta 12560.
e : info@evaluate.id
+ 62 21 7883 9870 / +62 819-0895-7171


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