In-moment Customer Feedback Solutions

Enhance Your Customer Insights with In-Moment Customer Feedback.

At Customerwise, we pride ourselves on delivering the highest quality Mystery Shopping services.

Mystery Shopping (when managed well) is a superb tool. Indeed, there is nothing quite like it.

But there are limits to the amount of Mystery Shopping that can realistically be carried out for any location or business. And each Mystery Shopping report and interaction is only a snapshot in time. They will often contain extremely valuable feedback, but it might not be representative or typical.

It’s obviously essential to gather feedback from real customers. Real customers are a massive source of potential feedback for businesses.

One that is largely untapped.

That’s not to say that most businesses don’t genuinely make an effort to obtain feedback. But the amount that they receive is tiny compared to what could be available.

Consider this:

Every time a customer consciously forms an impression or an opinion on a business, there is a potential opportunity for feedback. 

Almost every business actively seeks feedback from real customers, but obtaining sufficient feedback can be a real challenge. As consumers, we’re all inundated with requests from businesses to provide feedback, and we’re exhausted by them. Usually, the requests hit us when we’re doing something else, often long after the relevant experience has ended. How much time do we have then? How much can we remember?

When, where, and how you ask for feedback can have a massive impact on the amount of feedback you receive.

Get constant, in-moment feedback—and see patterns that have been invisible.

Through our exclusive partnership with HappyOrNot (the global leader in real-time customer feedback), Customerwise provides clients with powerful solutions for obtaining “in-moment”, high-volume feedback from real customers.

Historically, in-moment feedback has been obtained using eye-catching physical feedback terminals, which can be very effective in many settings. However, increasingly, feedback is prompted through signs and posters, and provided by customers using their own mobile devices. 

In-moment feedback solutions enable customers to provide this feedback quickly and easily. Much higher levels of feedback are then generated. Feedback can then be received and acted on immediately, helping to stop issues from continuing or escalating.

Additionally, and crucially, this customer feedback data (including time, location, and other contextual data points), viewed through HappyOrNot’s leading-edge analytics platform, can also allow businesses to identify patterns that would otherwise remain undetected.  

The data and insights available through in-moment feedback can be truly transformational for businesses.

They can enable businesses to improve customer experiences and customer satisfaction, while more efficiently managing resources and controlling costs.

While more data provides you with a more reliable view of your performance, tools like sentiment analysis help businesses to spend much less time digesting and studying feedback.

In-moment feedback offers incredible benefits. It works at its very best when implemented together with Mystery Shopping programmes. These two methods complement each other perfectly, and together they can form the basis of a customer feedback programme that is transformational.

In-Moment Customer Feedback and Mystery Shopping—A Perfect Pairing

This combination of feedback methods provides the best of both worlds, helping businesses to achieve consistent excellence. Together they provide a reliable and constant overview… AND access to the fine details of customer experiences and interactions.

This combined approach gives clients

1. continuous and robust data on customer satisfaction and general standards, and
2. insights into the all-important details: details that determine customer perceptions, overall operational standards, and standards of regulatory compliance.

The Power of Real-Time, In-Moment Feedback

In-moment feedback helps businesses capture real-time feedback from customers for a constant, reliable view into current standards.

Positioned at key points in the customer journey, terminals or signs allow businesses to ask their customers a variety of tailored questions, that can evolve over time based on changing priorities.

The simplicity of a “smiley” interface fosters high levels of customer engagement, which can yield a steady stream of valuable data, offering a consistent and robust view of customer satisfaction.

Powerful analytics enable clients to drill down and identify trends and patterns over both long and short time periods.

Deep-Dive Insights with Mystery Shopping

While real-time feedback provides an ongoing snapshot of performance across touchpoints and can be flexibly applied over selected time periods, Mystery Shopping offers a deeper dive into the fine details of customer experiences and interactions.

Mystery Shopping reports enable you to evaluate every stage and aspect of the customer journey. Interactions can be recorded (video or audio) to enable thorough and detailed analysis, especially useful in complex or high-ticket sales situations or where legal or regulatory compliance is a focus.

The granular feedback that’s available from Mystery Shopping activity perfectly complements the real-time -in-moment customer feedback data, providing truly robust feedback on your service quality and your levels of compliance.

Versatile Feedback Solutions – Suitable for Diverse Industries

In sectors such as retail, hospitality, and leisure, achieving high levels of customer satisfaction is critical. Mystery Shopping has been widely used in these industries for many decades and is invaluable for identifying specific issues and areas for improvement.

Direct in-moment customer feedback, whether gleaned through feedback terminals or mobile devices, delivers what Mystery Shopping can’t: immediate, real-time and constant insights into customer experiences and overall standards.

Together, these two tools work in combination to help businesses refine their operations, enhance customer satisfaction, and drive loyalty.

The combined approach also provides invaluable feedback in numerous other less-obvious industries, including healthcare, education, property management, and facilities management.

For car dealerships, delivering exceptional service is vital. The same is true for businesses like vehicle manufacturers and lenders that have a common interest in those same customer interactions.

Here again, real-time customer feedback provides a reliable snapshot, while Mystery Shopping provides detailed insight into customer interactions.

Regulatory Compliance

For firms involved in selling consumer credit, adhering to the UK’s Financial Conduct Authority (FCA) rules is truly business critical.

The combination of high volume in-moment feedback that’s provided from real customers, along with the detailed insights available through Mystery Shopping, provides regulated firms with a genuinely robust system of oversight, essential for ensuring high levels of compliance and for controlling business risk.

Feedback can be sought from all customers via terminals and / or mobile devices to reliably measure key metrics (such as customer understanding of finance options).

Mystery Shopping can be used to get to the detail of what is being asked, said, and explained by staff… and exactly how it is being done.

Different scenarios can be properly tested (for example, including customer vulnerability). This is truly effective FCA compliance oversight.

Advanced Analytics and Seamless Integration

Data from in-moment customer feedback is accessible online and in real time, along with powerful analytics tools to help businesses delve into causes and take effective action.

Additionally, key data can be integrated into the SASSIE Mystery Shopping platform, to provide a convenient and holistic view of performance and enhancing decision-making capabilities.

Why Choose Customerwise?

Customerwise provides tailored mystery shopping services of the highest quality (see our testimonials) and we offer specific unique features and advantages to our clients. We’re also the only UK Mystery Shopping specialist that’s also able to offer these in-moment feedback solutions, through our exclusive partnership with HappyOrNot.

Our unique feature set and true commitment to delivering powerful insights make us the ideal partner for businesses seeking to enhance their customer experience and meet regulatory requirements.

Ready to Transform Your Customer Insights?

If you’re ready to take your customer insights to the next level, contact us today to learn more about our services.

Experience the power of real-time feedback combined with detailed Mystery Shopping analysis, and see how Customerwise can help you drive customer satisfaction and business success.

Join the many businesses that trust Customerwise to deliver unparalleled customer insights and help them to compete more effectively.