Customer Satisfaction Research

Shopper Insights Study.

Understanding consumers during the shopping process by providing valuable insights about how shoppers feel during service, how they make purchase decisions, their experiences in retail environments, and the factors that influence their current and future actions.

  • What we do:

    • Developing Proven Shopper Guideline: We exercise our years of experience in conducting mystery shopping to develop a fail-proof guideline that will uncover hidden issues in many unique situations.
    • Conducting Mystery Shopping: We employ experienced mystery shoppers with adequate recording tools to provide not only insights but also evidence on issues we pointed out.
    • Pointing Out Blind Spots: We help clients in pinpointing potential blind spots that might only be recognized by external parties in certain unpredicted situations.

  • Our Work:

    • Works together with a state-owned enterprise where we aim to increase utilization of their service, consumption from the existing customers, and attract new customers. Our joint efforts focus on optimizing service utilization, fostering increased engagement from existing clients, and expanding the customer reach to include new segments. 
    • We collaborated with one of the largest banks in Indonesia to elevate their service blueprint, revitalizing customer service and fostering positive advocacy. Our contribution involved delivering customer-centric insights that informed strategic enhancements, ensuring a more resonant and impactful customer experience.
    • We supported one of the leading Indonesian car manufacturer in executing mystery shopping assessments across their dealership network. This initiative allowed us to pinpoint and resolve issues, offering invaluable insights that significantly contributed to elevating the overall customer satisfaction experience.
    • We act as a partner for a state owned transportation service provider, resulting in major service transformation initiative that successfully obtain public trust. Through this partnership, we contributed to formed a strategy regarding reshaping the public perception and fostering a renewed sense of trust in the quality and efficiency of the transportation services offered.
Related Services.
Customer Loyalty Index

Customer Loyalty Index

Conducting consumer loyalty surveys with a comprehensive approach to measure retention and loyalty using key advocacy metrics.

Customer Satisfaction Index

Customer Satisfaction Index

Developing systematic evaluation systems for consumer satisfaction surveys to assess individual satisfaction with products and services received.

More Research Services.

We not only display detailed data with high accuracy, but also look at it from a helicopter view to find blind spots and interesting insights behind existing data sets. With a variety of research methodologies to choose from, we are also committed to providing the best alternative research methods to suit client needs

Measuring the performance of advertisements that have been launched by considering performance targets and return expectations, digitally and conventionally

With the blind taste test method, we provide objective product evaluation, ensuring quality and suitability to consumer preferences.

Evaluate brand strength through mapping brand position in consumers' minds, brand funnel, to brand health from the customer's perspective

With car clinic, we provide immersive product testing, enabling accurate simulation of the consumer consideration process.

Increase understanding of consumer behavior and preferences across segments, starting from the first touchpoint to the end of the customer journey

Assessing service performance from the customer's perspective through mystery shopping, index measurement, and loyalty level testing.

Determining business feasibility by measuring changes in customers, level of competition, market size and market growth.

Finding the right combination of product value and selling price by monitoring prices, measuring sensitivity, and testing product concepts

Monitoring the performance of the distribution system to the sales force, using observation methods and interviews with related parties to get a 360 degree view

Monitoring public perceptions and satisfaction with various public facilities and services, to increase public trust from time to time

Evaluate the company's reputation from an external & internal perspective to determine interest in joining from the job market to the loyalty of existing employees

To create a great customer experience, we conduct UI/UX testing and provide recommendations based on data and best practices.

 

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