Customer Insight -
Capture new customers and retain loyal customers by translating seemingly
unrelated data and linking them analytically (statistical modeling) to develop actionable insights
into your customers perceptions and behaviors. The strength in these models originate from the
process of triangulation (collecting information through Mystery Shopping (Secret Shopping),
IVR/IWR Receipt Surveys, Customer Web Surveys, and Employee Surveys) and then correlating key
drivers to ROI.
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Operational Insight -
Gain an ecologically valid picture of your business operations by assessing how well your facilities
and employees are meeting or exceeding corporate standards using an unbiased third-party
(Mystery Shopping with secret shoppers, Phone Shops, Announced Audits and other
Observational Research methods) view of field operations.
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Employee Insight - The final piece to building a better picture of your business’ day to day
operations is to get the perspective of your employees via Employee Surveys. Understand how to
strengthen employees’ engagement with the company and customer satisfaction by learning how corporate
offices can better support employees’ work needs with more training and implementation of corporate
standards that lead to future success.
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"CRI runs our Secret Shop and Customer Feedback programs. In retail, you need to react quickly to operations in your stores and feedback from your customers. We can efficiently follow up and document responses to customers as well as identify training opportunities within our stores using CRI's programs and tools. As a partner, CRI has earned our trust on how sensitive and responsive they are to our changing needs and requests."
Casey Caughlin, Manager-Store Operations |
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