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.
The post-purchase evaluation or After-Visit-Calls allows the early cognition of discontented customers. That avoids a complaint and builds the foundation for defining operative and strategic actions for the improvement of the customer focus in sales and service. Post-purchase evaluation is comparably suitable for b2c and b2b and immediately reflects the customer experience regarding to service and consultation.
The After-visit-Calls were accomplished with the aid of the IMK CATI-lab, based on and realized with the customer contact information, given by the client. The interviews were carried out not later than two weeks after the customer contact, to allow an intensive report of the service and consultation experiences.
Indexation and Reporting
After a weighting of categories and rubrics, the indexation of the results permits an in-house bench-mark down to branch-level or e.g. by processes. Compositors can be embraced, too.
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.
Integrated Approach to Test-Consultations and Post-purchase Evaluation/After Visit Calls
By request of the client, IMK can bring the results of the measurements from After-Visit-Calls and test consultations (Mystery Shopping) together in an integrated approach. That considers next to a subjective judgement of the customer, also an objective assessment by a skilled test-client. A comparable setting of the systems of both instruments, allows a merge of experiences in a central index of service quality.