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Mystery Shopping the Customer Experience

Mystery Shopping with J.D. Power

Nobody Does It Better—as an organization with one of the largest, most comprehensive historical customer satisfaction databases in existence, J.D. Power is ideally suited to not only conduct your Mystery Shop program, but also align the findings to KPI metrics which drive overall customer satisfaction and ultimately, ROI. With this privileged access, we can reach farther than any other Mystery Shop provider in the industry.

Data-Driven Approach

Our Mystery Shopping process and analytics empower us, but the following features of our approach define us:

  • Intimate knowledge of your brand's overall performance relative to customer satisfaction through our historic syndicated customer satisfaction study data

  • Ability to employ a fast-launch, credible process for getting objective, actionable, and detailed live customer experience metrics across key customer touch points

  • Ability to link customer experience data and integration into performance improvement opportunities based on the J.D. Power satisfaction model

  • Experience running large-volume mystery shops for leading organizations across North America

  • Industry-leading online portal with live-time reporting structure to support all levels of the organization

Actionable Reporting

J.D. Power provides each client with access to VoX, a web based reporting platform with advanced capabilities including:

  • Real time update of information as completed shops are posted to the database

  • Ability to view, print, email and download dynamic reports

  • Access to aggregated dashboards, individual shop reports, and summary reports, charting, and cross-tabulation

  • Data aggregation capabilities on a national, regional, location, and individual level

  • Dashboards that may be configured and contain only the information that is critical for each user

  • Automated distribution of shop reports via e-mail - digest, collation, and other methods

  • Shop report alerting (aggregate and individual data point) and workflow management to identify and resolve key issues

  • Dedicated J.D. Power support team ready to handle ongoing reporting needs

Looking to Engage with J.D. Power?

Contact us directly to find out how J.D. Power can empower all levels of your organization to improve the customer experience.

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