Quality and Customer Satisfaction Studies

The aim of Customer Satisfaction studies are to measure how happy your present and potential customers are with your services and the services of your competitors, and to learn what areas of dissatisfaction exists.

Learning possible areas of dissatisfaction and complaints directly affects marketing activities and sales and thus carries great importance. Another aim of such studies is to maintain satisfaction of current customers and reveal what can be done to improve their satisfaction.

Corporate Image Studies

One of the most significant issues that faces any modern institution is the perception of the society regarding them.

“Corporate Image Studies” are any and all research methods aimed at understanding and defining the “outside view” an institution with regards to any individual or group that affects and relates to its business success. In corporate image studies, focus group or in depth interviews are performed with target individuals or groups but in these interviews different projective techniques are used to reach abstract images.

Mystery Shopper

The main aim of this study type is to inspect point of sale, agency and dealer service quality.

In mystery shopper studies, professional visitors who are also consumers themselves visit predetermined locations (agencies, dealerships and other sales locations) undercover acting like real customers unannounced. Evaluation forms prepared before the study are filled after each study and points of sale/agencies/dealerships are evaluated for compliance with predetermined general standards and service quality.

Companies can use these evaluation results as part of employee motivation (performance award) programs. Mystery Shopper studies allow companies to determine problem points or areas that need improvement in the service process and approach.

Facility Istanbul has 11 thousand registered mystery shoppers belonging to various segments.