CRM/ Mystery Shopping

Many research studies have shown that a satisfied customer does NOT necessarily mean that the customer behaves in a desired way.

Understanding "Desired Customer Behaviours" is the key to successful CRM initiatives. Clear‘s know how vis a vis the important factors for measurement in real estate and retail research is extensive.   

Case Study:

After the first 5 years of operation, a center’s facility management wished to implement Mystery Shopping as a tool for improved service. An exit poll was undertaken to understand customer satisfaction for the center, as well as the key factors for measurement. In addition to the identification of the said factors, the results also raised issues regarding the quality of service provision of some of the tenants.

In order to maintain confidentially case studies do not refer to client names or projects

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