We implemented mystery shopping and voice of customer survey programs to assist our retail sites in evaluating their customers’ experience. Thank you Second To None! The results are providing a valuable tool for assessing the level of service provided and to identify areas for improvement. Affecting positive change has a long-lasting effect for customers and ultimately increases the success of our business.
Site Presentation & Merchandising Inspections:
Utilizing a comprehensive questionnaire, Whole Foods was able to track site presentation by department and location.
From a corporate perspective, the STN program has been exceptionally helpful in determining where we excel and in which markets we need to focus on service delivery. Second To None gives pointed and specific insights our leadership team uses to focus improvement efforts. Without this, we would not have identified and resolved internal customer service needs. Our company now sees sustained customer service quality nationally rather than in specific markets.
Analytics and Reporting:
Custom reporting and data analytics solutions such as key drivers, customer experience mapping and sales linkage analysis in Second To None’s robust cloud-based console.
A mystery shop program was designed to evaluate the sales behavior, store environment and product knowledge across multiple changes and different retail environments. Second to None executed an initial benchmark wave which identified critical opportunities to be monitored and targeted for improvement. Using a demographically diverse group of auditors, Second To None completed mystery shops that evaluated both the in-store, on-line and call center experiences. Multiple scenarios were employed to focus on specialized product knowledge and the ability of the associates to tailor that knowledge to each customer interaction.
Critical opportunities identified during the initial benchmark wave were monitored and targeted for improvement. At the store level, evaluation reports were distributed to the field for immediate and on-going associate training, coaching and store environment improvement. Quarterly reviews and recommendations continue to identify operational and engagement deficiencies In aggregate, service has steadily improved since program inception, driven by key behavioral drivers identified through the mystery shop program.
The people on our Second To None project team are very responsive, helpful and a pleasure to work with. My perception is that they truly want to partner with the companies they work with and that they take great pride in the product they deliver. I have very high standards of performance and feel you have assigned to us an excellent team that delivers on their promises.
Analytics and Reporting:
Custom reporting and data analytics solutions such as key drivers, customer experience mapping and sales linkage analysis in Second to None’s robust cloud-based console.
Second to None implemented a program that measured detailed quantitative information about the customer experience on a consistent basis for company owned and licensee delivery channels, ensuring all reports were identical to legacy documents for transparent transition. An in-house procurement and distribution system for scales, thermometers and stopwatches was developed as well as custom web-based report dispute resolution system for tracking of individual shops. Second to None gathered qualitative research on how stores delivered on the Starbucks mission of Culture, Coffee and Connection.
The program has become an integral part of the Starbucks “green apron” program and over 500,000 evaluations were delivered and analyzed. These evaluations revealed a set of best practices, that if delivered yielded a dramatic impact on performance- including process improvements and production area layout changes. Using the data to tweak operations, Starbucks achieved a large and significant improvement in speed of service. Building on that success, year-over-year revenue increased 12-16% at stores that moved from ‘good’ to ‘exceptional’ status.
Together we are doing important things for service excellence across our company. I have appreciated the fine work that Second To None has done, and working with many of you directly. You have a great deal of professionalism and a great company! A special thanks for your can-do, positive attitude and always getting the job done. This means so much. Keep moving forward with great vision, as you have.
Product Knowledge, Sales & Pricing Evaluation:
By using a full scale approach, Second To None evaluated the product knowledge of each customer service representative from pre-order to post-order, including sales, pricing, theme and order size.
Minted customer care center was staffed and maintained completely in-house and a program was built with Second To None to provide critical feedback to their operational teams. The feedback was used to directly influence training tactics and coach the customer care associates on interaction success online, via phone, and in chat format.
Minted used STN data and custom reporting as a direct coaching tool for their associates. This allowed them to provide an individual success score to each customer care associate throughout the pre-peak and peak holiday seasons when hiring of new associates is completed on a weekly basis as order volume ramps up between October through December.
The program’s data helped Minted optimize training and measure success across channels and product types so issues can be quickly identified and corrected during the busiest and most important season of the year.
We firmly believe in the importance of customer service as a competitive differentiator. The customer experience insights provided by Second To None to our retail banking locations have been invaluable in measuring strengths and highlighting opportunities for our associates to continue improving the customer experience.
Custom reporting and data analytics solutions such as key drivers, customer experience mapping and sales linkage analysis.
Implementation of an ongoing, phone-based survey to college students within one week of completing a credit card application. The survey is limited in scope, focused on the most critical loyalty drivers regarding the overall application process. Several hundred surveys are completed monthly, with results delivered in real-time to Citi via a secure data reporting portal.
Survey results are utilized extensively in customer service training for Citi credit card representatives. Retention and customer satisfaction levels are tracked and monitored real-time with a rewards system for exemplary employee service, in turn driving card representative retention and loyalty within a highly competitive marketing environment.