Qualimetrie - Customer Experience Expert

Mystery Shopping

Mystery visits allow you to measure the degree of compliance with your promise across your network.

Based on scenarios predefined with you, our quality customers can interact with your operational teams at various points of the customer journey:

In stores (Mystery visits)
By phone (Mystery calls)
By email (Mystery emails)
On your website (Mystery leads, contact form)
On social media (Facebook, Instagram, mystery chat, etc.)

The surveys are uploaded to our CX First data visualization interface, offering you a multi-level view of your network’s performance.

Customer Experience Measurement

We build with you the design of a customer listening program that is as tailored as possible to your specific needs and challenges.

The questionnaire: identify the key indicators that will provide the best information to improve the customer experience (NPS, CSAT, CES, intention to repurchase, etc.)
Solicitation conditions adapted to your customers: single-channel or hybrid field (online and phone, etc.)
Recommended solicitation frequency
Analysis and processing solutions for your databases
Automation of your campaigns (CRM database exchanges via API, etc.)
Dissemination of results to your teams through our CX First data visualization solution, which facilitates the animation and management of action plans
A detailed analysis of your results strengthened by our sector knowledge

Round Table / Focus Group

We guide you through the methodological options that best serve the objectives you have set for the focus group:

Definition of group composition criteria, recruitment of participants from your customers and our own network, validation of profiles, logistics management (room rental if necessary, incentives), etc.
Creation of the moderation guide and determination of suitable moderation or creativity techniques
Group facilitation, recording, and transcription
Analysis and summary of the insights, presentation

Customer Community

Creating and managing a community requires time and specific knowledge.

Qualimetrie can help you at every stage:

Identifying the profiles of the members/users to recruit for your community
Recruiting members (pre-selection by email and validation of each profile through a telephone interview)
Developing a community growth plan (rhythm, content, etc.)
Setting up the technical platform with our partner
Coordination by a Community Manager trained as a study manager
Periodic content analysis and final analysis with recommendations – action plans

Pre / Post Advertising Campaign Tests

We support you in setting up pre and post tests for your advertising campaigns

Methodological proposal (objective, volumes, field period, etc.)
Questionnaire creation
2 email solicitations (before and after exposure; national representative panel or area of influence or target customers, etc.)
Field management
Results processing
Analysis and operational recommendations
Benchmark vs. competition

U&A Studies

We generally propose a two-phase approach: an exploratory qualitative phase and a quantitative phase.

An exploratory qualitative phase aimed at understanding in detail the behavior, attitudes, and opinions of consumers; this allows us to identify relevant questions for the quantitative phase.
A quantitative phase to measure and prioritize the hypotheses that emerged during the qualitative phase.

Depending on the issue and budget, we base our study on your customer file or a representative national panel, with the possibility of identifying specific targets (based on socio-demographic, geographic criteria, etc.).

A cross-analysis of the two studies, with the aim of facilitating decision-making through an optimal understanding of key insights.

Customer Attrition Studies

Interviewing customers who leave your company will help you understand what hinders them, what retains them, and how to take corrective actions.

We can provide full support throughout the implementation process:

Questionnaire drafting
Collection methods adapted to your needs (telephone, email, face-to-face, customer panel)

We provide you with a detailed study report, a true decision-making tool.

Data Visualization and Decision Making with CX First

CX First was born from obvious needs: to collect and organize CX data, and to build simple dashboards to encourage users to engage with them and set challenges.

CX First was designed by and for operational teams. Unlike most market tools, which have been designed by those who never experience the reality on the operational field.

360º Studies

Qualimetrie can conduct a comprehensive evaluation of your concept, gathering perceptions, uses, and suggestions from your customers and collaborators. We use different study methodologies to offer you a complete picture of your strengths and areas for improvement:

Mystery shopping (to check the acceptance of the new concept)
Face-to-face qualitative surveys with buyers and non-buyers (to gather on-site perceptions)
Face-to-face qualitative interviews with your collaborators (to know their opinion on the concept, how it affects their relationships with customers, their practices, etc.)

The aim of the analysis is to identify any discrepancies with the concept’s objectives or between different types of approaches (customers, collaborators, company processes) and to implement improvements.

Benchmark

We work with you to identify and select the leaders and contenders in your market with whom you want to compare yourself or gather information about.

Depending on the issues you face and your sector of activity, the methodology we recommend may vary: mystery shopping, qualitative study, face-to-face surveys or panel surveys, or even a documentary study.

Based on your needs, data collection can be one-time or recurring.

We will provide you with a summary of your positioning relative to your competitors, as well as a detailed report of the observations collected.

Improve your customers' & employees' experience

Our mission : helping you progress

Measure your processes

Ask your customers

Engage your customers / employees

35 years of experience at your service