“My Story” is about recognizing delightful customer service our Customer Experience Advocates (secret shoppers) have shared with us.
“There was this one time that we had a Brownbag meeting and my Japanese boss forgot to order food for 15 persons for the meeting and I had 30 minutes to order before the meeting. So I ran to the nearest food chain from our office, which was Kenny Rogers. Upon ordering, I advised the crew if they could prepare everything in 15 minutes as I should be in the office 10 minutes before the meeting and they said they’ll try. What I’m very impressed and amused about the scenario was that even the manager was also helping to prepare the food just to finish it on time. Thanks to the crew of Kenny Rogers for the effort and giving importance to my request.” - Dina S.
“I was looking for my mini-laptop/notebook as a gift to myself. I was at Cyberzone and I entered all the stores and asked for the available models and colors and of course their prices. All were just the same in terms of price and the way they accommodated me. But there is this one store where I was just looking at the glass window display when one of the staff hurriedly approached me and asked me what I was looking for. He even compared all the specs and prices of the notebooks. When I finally decided on what to buy, I asked for a discount because I will be paying in cash. Luckily, they gave me a P1000 discount. When I got home, I called them for product assistance, and they helped me immediately, and even remembered my name.” – Vanessa R.
“Gumbo has never failed me as far as service is concerned. My family and I usually go to their SM North – the Block branch and had at one time of another tried their MOA branch just to see if they are consistent, and much to our delight, they are!” – Jennifer M.
What’s your Story?
We would love to hear about your customer experiences. If you have great (and not so great!) stories you would like to share with SatisFIND, you may email them at mystory@satisfind.com.
Who We Are
SatisFIND® is the result of a merger between Customer Insights Worldwide, Inc. (formerly Satisfind, Inc.) in the Philippines and Kaiz Consult in India to offer Customer Experience Measurement studies across Asia and the Middle East under the brand, “SatisFIND”. It was established as a response to the growing need to close the gap between customer expectations and the mediocre delivery of service, and at the same time recognize the “Service Stars” who deserve to be commended as role models for others to follow.
SatisFIND®, for the past decade, has partnered with leading companies across various industries for Customer Experience Measurement (CEM) studies. CEM studies provide companies with valuable information and insights about their own customer service delivery and front-line sales performance through the evaluations of real customers whom we call Customer Experience Advocates (CEA).
The Right People, The Right Formula
The people behind SatisFIND® have the experience and the expertise that make Customer Experience Measurement an efficient mechanism in measuring customer service performance. It goes beyond the usual mystery shopping audit offered by most research agencies. Customer Experience Measurement involves a deeper understanding of the customer’s psyche and the business environment where the customer experience takes place.
The analyses and recommendations are relevant and actionable, as it uses both qualitative and quantitative methods in every study. SatisFIND® combines the ideals and principles of Human Resource, Sales, Marketing, Customer Service and Research in its measurement services. SatisFIND® works with real customers who work undercover to observe and report on their experiences.
SatisFIND® is a member of the Mystery Shopping Providers Association – Asia Pacific Chapter. MSPA is the only professional trade association representing the Mystery Shopping industry worldwide.
Benefits of the SatisFIND® Customer Experience Measurement Study
- Monitors and measures service performance
- Makes employees aware of what is important in serving customers
- Monitors facility conditions
- Checks product / service delivery quality
- Checks effectiveness of promotional programs implemented
- Audits pricing, promotion and merchandising compliance
- Complements market research data
- Identifies specific training needs and sales opportunities
SatisFIND® CEM is more than a mystery shopping audit. It provides you with a snapshot of how your customers experience the brand. The program combines quantitative and qualitative methods.
If you would like to learn how your organization could benefit from SatisFIND’s Customer Experience Measurement studies, please email us at hello@satisfind.com