Health is one of the most important as well as sensitive issue for any human being and a good experience around the same is extremely integral. Bad experience at a hospital not only affects the hospital's image but also perturb the patient's mental or physical health. Channelplay conducts mystery audits for hospitals to evaluate patient experience, service quality and adherence to standard practices followed by the hospital staff. Following parameters are evaluated in a typical hospital experience audit:
With growing competition in Private sector Banks and NBFCs, Mystery shopping has become an essential tool to measure the service quality and degree of compliance by the Banks. Service quality, compliance of set standards and transparency are pre-requisites for a satisfied customer ensuring customer loyalty and recurring business for banks. Therefore, Mystery shopping plays an important role to gain customer perspective on the effectiveness of the Bank’s sales process and adherence of the same by frontline teams.
Our mystery shopping programs for banks involve evaluating two broad channels: Wealth and Retail. The Retail segment further...
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Mystery shopping has always been a popular concept for hospitality businesses. While it is done majorly to evaluate consumer experience but also opens other areas of exploration. With business expansion happening through the franchise model which dilutes control and involvement of a human element in running the show, there arises the need to conduct fraud detection audits.
Mystery shopping can be very well utilized to anonymously evaluate staff integrity as well as detect financial frauds. Mystery shoppers enact certain scenarios or get into a comfort zone/conversation mode with the hotel staff and try to evaluate their stickiness to ethical...
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Customer service is the backbone of any business and it has always been a priority element for the brand. With technology taking majority of the workload, it is imperative for the brands to bring in digital modes of communication with their customers and hence more and more businesses are moving to web-based communication channels like Live chat, email or website, as they are easy and the most cost-effective modes of communication.
Our web-based mystery shopping programs involve evaluating a company’s web experience from a customer’s perspective. Most often these programs include benchmarking competition as well. Different set of ...
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