Nimble, scalable CX tools designed to deliver powerful insights and drive brand performance.

Nimble, scalable CX tools designed to deliver powerful insights and drive brand performance.

Nimble, scalable CX tools designed to deliver powerful insights and drive brand performance.

Second To None’s CX Tools have been carefully designed and perfected over three decades to work well independently, and powerfully together. Looking just for Mystery Shopping? Check. Only want a customer survey solution? Check. Finding that your brand has more of a need for an integrated or multi-faceted program? We’ve got you covered.

Mystery Shopping

Uncover and act on the behavioral drivers of the customer experience.

 

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.

Mystery Shopping solutions for every channel and touchpoint:

On-Site Mystery Shopping
Online Mystery Shopping
Phone-Based Mystery Shopping
In-Home Mystery Shopping
Video Mystery Shopping
Omni-Channel Mystery Shopping
Competitive Intelligence & Benchmarking

Frequently Asked Questions

Our brand operates across a wide geographic area. Can you service our footprint?

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.

How large is Second To None's shopper network?

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.

Does Second To None offer customized programs?

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.

Customer Surveys

Listen to and leverage the voice of your customers to enhance their brand 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.

Voice of Customer Feedback for every channel and touchpoint:

Mobile VOC Surveys
IVR Feedback Surveys
Website Intercept/Pop-up Surveys
Net Promoter Score Surveys
Call Center Surveys
Omni-channel Customer Surveys

Compliance Audits

Drive improved brand performance with sales, operations + marketing audits.

 

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.

Compliance Audit solutions for every channel and touchpoint:

Sales Compliance
Marketing Compliance
Product Availability & Pricing
Alcohol & Tobacco Sales
Medicare, Medicaid and CMS Sales Compliance

Frequently Asked Questions

Does Second To None design compliance audits for our industry?

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.

Can Second To None support anonymous, identified and revealed audits?

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.

How does Second To None find the appropriate auditors for my program?

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.

Employee Feedback

Exceptional organizations recognize the need to understand employee sentiment and actively show an interest in responding to employee feedback, ideas and concerns.

 

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:

Human Resources
Employee Retention
Store/Location Managers
Compliance
Coaching & Training
Recognition & Reinforcement
Engagement surveys can be utilized at the location level, across departments or the entire organization, as well as for unique populations within the employee base, whose feedback and insights can be instrumental in making strategic business decisions.

Competitive Benchmarking

Competitive Benchmarking and Intelligence research solutions to meet your key objectives. Second To None has the tools, technology and know-how to assist clients both in understanding the strengths, weaknesses and strategic opportunities of key competitors.

 

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.

Competitor Benchmarking tools for every need:

National Key Competitor Studies
Market-level Competitive Intelligence
Comparative Benchmark Studies
Operations-Focused Benchmarks
Sales
Marketing & Pricing Intelligence
Customer Intercept Interviews

Custom Research

Quantitative and Qualitative research solutions to meet your key objectives. Second To None has the tools, technology and know-how to assist clients both in understanding their customers and in positioning their brand.

 

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.

Custom Research tools for every need:

Customer Satisfaction and Loyalty
Brand Awareness and Perception
Segmentation
Ad Tracking
Panel Research
Intercepts, Interviews and Focus Groups

Highlights of CX Tools

Strategic Relevance

Strategic Relevance

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.

Right-Fit

Right-Fit

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.

Holistic Measures

Holistic Measures

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.

We offer complete flexibility in choosing the individual or integrated Tools most appropriate to your Customer Experience needs. Platform and Expertise elements are then included with every program – designed, managed and hosted by Second To None. The resulting solution is nimble, responsive, cost-effective and substantially hands-free for you and your brand stakeholders.