A virtual nervous system for customer insight.
CATAPULT — Client Reporting
Customer satisfaction and mystery shopping results on one screen.
One of your biggest challenges with a Customer Experience Management program is making it actionable. C-sat and mystery shopping generate volumes of data, but what should you do with it?
Our CATAPULT online reporting engine can combine both customer satisfaction and mystery shopping data analysis in one interface. We offer standard reports that demonstrate the utility of integrating CEM datasets, and can create custom reports to meet specific needs.
In addition to integrated data, CATAPULT offers:
- Quick-look dashboards and standard reports for busy field managers keeping pace with weekly changes to the customer experience.
- In-depth standard reports and access to raw data for custom in-house analysis.
- User-level access restrictions and personal home pages to facilitate communicating appropriate detail throughout the organization.
- Available integrated authentication to simplify deployment.
- Data slicing by multiple criteria including program type, geography and score for ad-hoc problem solving.
CATAPULT is highly-customizable. If you don’t see anything here that meets your needs, contact us. There’s a good chance we can accommodate you.
Shopper / Brand Auditor Web Portal
Investment in evaluator support improves data quality.
Independent evaluators working for Second To None sign up, communicate, and complete training materials on our Evaluator Portal. Relevant survey reports are completed in the shopper portal as well.
Earlier this year we created and invested in several back-end technologies to improve shopper data quality and improve our efficiency working with the highest quality evaluators. Two changes are most visible to our clients: 1) our proprietary scheduling software, and 2) receipts processing technology.
Every mystery shopping program and many multi-channel customer experience programs require independent evaluator participation. Our database of more than 200,000 evaluators now uses new scheduling software that integrates mapping technology. Our schedulers now target difficult locations or scenarios to specific shoppers giving you the most complete data set.
Often, independent evaluators are required to send a register receipt to Second To None to validate their response. These receipts are now sent to us electronically. While the reduced paper shuffling is nice, the real benefit is to evaluators. We’re working to make post-shop responsibilities as seamless as possible.
The shopper portal is just one of several online tools we’ve created to link customer feedback to clients.
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