Mystery Shopping is integral to the heart and soul of Second To None. For nearly 30 years, our mystery shopping tools have become widely respected for uncovering the behavioral and operational drivers of the customer experience that are ultimately responsible for improving customer satisfaction, loyalty, advocacy and financial business outcomes.
Yes. In our close to 30 years of experience, we have worked with small and large companies across the U.S for a variety of different industries. We can evaluate locations throughout the U.S or focus on specific regions, as well as work with gender or age specific campaigns.
Our geographically expansive network of over 400,000 shoppers are carefully managed on a day-to-day basis by our internal team of field operations specialists, and are continually rated and ranked according to several quality-related metrics.
Yes. Every client solution is designed and customized to reflect key criteria and objectives. Right from the start, we align your needs and goals with a comprehensive plan, timeline and focus on improving your customers’ experience.
Second To None’s voice of customer survey technology allows you to capture customer sentiment, feedback and Net Promoter Score satisfaction metrics across every touch point, with data aggregated and analyzed through a single reporting portal. Structured and unstructured feedback is synthesized into data-informed insights.
Companies invest considerable resources into creating and nurturing consumer trust and brand equity. Protecting your brand equity from risk, liability and erosion is more important than ever. Second To None’s audit solutions support organizations in maintaining compliance to critical operational, sales and marketing standards, as well as various government regulations. Compliance solutions are comprehensive by design, allowing you to measure both qualitative and quantitative elements of your brand, from operating standards to employee behaviors and every critical element in between.
We are adept at executing age-restricted product sales at retail, including Alcohol and Tobacco sales compliance and mature-rated music and video game sales to youth consumers. Our firm has been chosen by over 20 Managed Care Organizations to oversee marketing and sales compliance of Medicare and Medicaid supplemental insurance products.
Yes. We have experience in all forms of compliance audits. We can consult with your team on which approach makes the most sense and a design a program accordingly.
We customize the selection of consumer compliance auditors for your program based upon specific demographic and lifestyle attributes, ensuring deployed auditors most closely match your actual and target customer base. Eligible auditors then participate in project-specific orientation and knowledge proficiency certification based upon the specific requirements and expectation of your compliance program.
Second To None’s Employee Engagement surveys can help you continuously and accurately understand employee satisfaction across your entire organization. A thoughtfully designed Employee Engagement survey program can support a variety of internal stakeholders in understanding and improving those elements of the workplace environment, culture and performance for which they are responsible:
Second To None’s competitive benchmarking offerings are nimble, scalable, customized and cost-effective. Competitor intelligence services are by definition ‘customer-driven.’ For us this translates to ‘tailor-made’ services. These services are usually the starting point for a longer engagement and builds exponential value over time. In most cases, the brands that engage us in Custom Research are looking to uncover a hidden opportunity or validate a proposition in a given market. The engagement model for Custom Research type services vary widely and are unique to the challenge at hand. Second To None consultants will be glad to spend time with you to help understand and scope your study.
Second To None’s custom research tools are nimble, scalable, customized and cost-effective. Custom Research services are by definition ‘customer-driven’. For us this translates to ‘tailor-made’ services. These services are usually the starting point for a longer engagement and builds exponential value over time. In most cases, the brands that engage us in Custom Research are looking to uncover a hidden opportunity or validate a proposition in a given market. The engagement model for Custom Research type services vary widely and are unique to the challenge at hand. Second To None consultants will be glad to spend time with you to help understand and scope your study.
Sustainable and effective Customer Experience initiatives start and end with organizational dedication and ongoing commitment. We help guide you in galvanizing stakeholder focus around program objectives and desired outcomes, ensure optimal program design according to company and customer needs, then maintain focus on your most critical brand goals.
Second To None's CX Tools are designed to be adaptive, flexible and fully customized, in order to meet your needs today and over time. Each tool works well on its own, yet can be combined with others for even more powerful customer experience measures and insights.
Our holistic approach to CX measurement and improvement allows you to determine where and how to place your priorities. Some Tools support inside-out, brand-driven operational measures, while others create outside-in, customer-lens perspective, feedback and sentiment. Stand-alone or integrated in nature, we've got you covered.