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.
Unlike to test clients, quality scouts reflect real customer contact – real customers were accompanied in their life cycle and work closely together with the company. This approach is highly suitable for the inclusion of business customers. They mostly possess a broaden knowledge about the companies processes and can account to the idea generation to a great extent.
Quality Scouts are probands in the matter of quality. They are interested clients, who have an eye on service quality in varying situations and evaluate the process. Scouts actively support the business in enhancing productivity, offering and service and test, based on real customer contact (unlike to the fictitious Mystery Shoppers) the service and consultation quality.
For a Quality Scout, exceedingly engaged customers were enlisted, which commit themselves to a continuous collaboration with the IMK, in terms of the client. For their commitment they were previ-ously intensively trained and reflect their experiences under guidance in a structured and rotational modality. This occurs for example in a course of periodical creative workshops or structured expert interview.
Possibility of the implementation in the communication
Findings out of the collaboration with Quality Scouts can be eminently implemented in the company’s communication. With the foundation of a Customer Advisory Board (CAB) a customer focus can out-wardly take place, and this action can be integrated into the classical company’s communication (“De-veloping Solutions Together”). Initiated upgrade measures become more credibility in the communica-tions, if “real” customers participated.