Our measurement services.
Our measurement services allow you to better understand where and how to improve satisfaction in order to meet the needs, and above all, the expectations of your customers.
Provide solutions.
This is what we offer you.
Service Audit.
Are you delivering a wow customer experience?
Our ENIPSO internal service audit provides an independent perspective that gives an organization (company, association, group, administration, etc.) the assurance of mastery of its customer experience and provides it with leads and advice for improvement.
The ENIPSO internal service audit aims to measure the effectiveness of the means implemented by the organization to deliver its service promise.
Our process is based on observations, meetings and workshops to understand the realities and validate the efficiency of your service procedures. In this structured process, ENIPSO provides an observation and possible solutions that you can implement on your own or with support from the ENIPSO team via ourconsulting services.
Why do a service audit?
-
To verify the quality and application of the service standards/standards/service processes requested;
-
To provide, in complete independence, the assurance that the customer experience is under control;
-
To verify the effectiveness and efficiency of your service and automation processes across all activities.
The service audit identifies where and how to act to have maximum impact on your customer experience to change your ways of acting.
Service delivery survey and annual survey.
Our survey service allows you to better understand where and how to improve satisfaction in order to meet the needs, and above all, the expectations of your customers.
The poll is a method to find out if customers are satisfied with the products/services and/or customer experience provided by the business or organization.
Customer responses will help analyze if there is need and at what level, and if changes are needed to improve customer satisfaction.
Why do surveys?
-
To improve customer service
-
To validate the application of service standards, the standards
-
To compare
-
To understand specific situations
-
To give the floor to the consumer
Surveys are used to validate trends as well as identify opportunities and threats to customer service and the customer experience.
Mysterious customer.
Do you believe that your teams respect the service standards?
By using our mystery shopper service, you will be able to validate the application of working methods and important standards of your service delivery, during e-mail exchanges, telephone conversations or on site.
Customizable according to your challenges and your questions, each visit made will offer an overview to allow you to better understand the strengths of your service and quickly target the actions to be implemented, identify the skills to update or develop as well as the support predictable.
When reading the mission, you will be able to easily identify the good moves to congratulate and you will be able to reflect and quickly present possible solutions to improve the weak points of the service. Our mystery shopper service becomes a management and motivation tool for your staff.
Why use the mystery shopper service?
-
To improve customer service
-
To validate the application of service standards, the standards
-
To standardize service delivery
-
To identify the training to be offered
The mystery shopper identifies the strengths and challenges of customer service.
Quality assurance program.
Don't know what to do with your data anymore?
By using our ENIPSO service quality assurance program - sometimes referred to as a "quality system" you put in place a mechanism to ensure the highest quality of your service delivery.
Throughout the year, the ENIPSO team supports your customer experience dashboard by offering you a package including all of our measurement services. Thus, we will develop or analyze your satisfaction surveys in place, carry out mystery shopper visits at defined periods, ensure feedback loops with dissatisfied customers in order to collect information, then produce a report describing the elements to be congratulated, monitor and improve presented to your monthly management committee.
The ENIPSO service quality assurance program aims to restore confidence in your strategy and maintain the company's level of competence. With customers, it helps gain their trust and feel that their voice counts.
Why set up a quality assurance program?
-
To control and anticipate dissatisfaction in order to eliminate it
-
To set a benchmark with the quality department and enforce the norms/standards
-
To maintain the skill level of the teams
-
To gain the trust of customers
The ENIPSO quality assurance program helps to control the quality of customer service.
Our clients.
Because we are proud of our achievements. Our clients are business relations.Click on the logos to discover our achievements.
