Within the Service Market Research the IMK takes an integrated approach to analysis instruments, consisting of objective and subjective quality measurements and innovative activities for personnel development.
Test Consultation (Mystery Shopping) allows a systematic measurement of the service and consulting quality and a review of compliance with professional, distributional and service-oriented standards. The tests were realized by qualified and trained test-clients, who are testing in defined scenarios with tangible role models. Afterwards they pronounce a detailed judgement.
IMK System „Certificated Customer Service“
The IMK system for „Certificated Customer Service“, which is particularly applied in the sectors of financial service, health and public services, measures in five categories and more than 15 rubrics about 100 single criteria. Completely different consulting topics and scenarios can be tested, which permits a process-regarding benchmark.
Indexation and Reporting
After a weighting of categories and rubrics, the indexation of the results permits an in-house compari-son down to branch-level or e.g. by processes. For the top-management the results of the Mystery Shopping for “Certificated Customer Service” were vividly displayed by index values. The analysis, down until to the rubrics- and single question-level, allows a detailed fault isolation and the definition of focused actions.
A benchmark after competitors of trading areas allows a classification of the achieved results. All tests in the sectors of financial service, health and power were saved in a benchmark database (after being made anonymous) and provide as intrabranch and interbranch reference values.
IMK allocates to his clients broaden and individual possibilities for online reporting. Therein project results can be visualized in table form, or a bit more demonstrative with graphics and maps. Compre-hensive filtering, a down- and upload-centre, pre-assembled and individual reports as well as a reali-zation of the personal corporate designs permits an intensive, intuitive and user-friendly working.
Amount and quality of the tester stock significantly determine the surveys quality. IMK can revert to more than 13.000 skilled test-clients nationwide. A long-time expertise and comprehensive quality assuring actions guarantee a professional accomplishment in any test stage.
After the successful conclusion of the test-consultations for „Certificated Customer Service“ and when activities of Mystery Coaching took place, a certification of the service and consultation quality is possible. That provides attractive advantages:
- External communication of a highly qualified consultation approached to clients and potential customers
- Enduring and apparent improvement compared to competitors
- Business-internal communication and simultaneous motivation of the employees