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.
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 email@example.com
Every aspect of your business is an opportunity to delight your customers. Through SatisFIND’s customized services, find out where you stand and how to move forward. Let’s make sure your customers keep coming back to you.
Service Standards Development
SatisFIND® develops branded service standards suited for the operational style and market positioning of the brand.
Customer Experience Measurement (In-Depth Mystery Shopping)
Using real customer feedback and detailed evaluation of the actual experience with the brand, SatisFIND® provides management actionable insights on improving an organization’s service delivery and compliance to standards.
Qualitative Research Studies
Focus Group Discussions
Quantitative Market Research Studies
Customer Satisfaction Survey
Employee Engagement Survey
Training and Coaching Services
SatisFIND® offers learning programs on the following:
Coaching for Team Effectiveness
Coaching for Managers
For Hotels and Restaurants: Front Office Operations, F&B Service Operations, Housekeeping Operations
To get started with SatisFIND, please email firstname.lastname@example.org
“SatisFIND was the very first company who got me as a secret shopper. I’ve always wanted my opinions to be heard regarding good and bad customer service and overall performance of a business/ commercial establishment, thus mystery shopping visits assigned by SatisFIND gave me that wonderful opportunity. I would recommend SatisFIND to people who want to try mystery shopping because of the way they do business and how they treat their shoppers. They pay well and don’t make delays, plus they are detail and results-oriented as they are very organized in providing tasks and instructions. They also have clients who are the best in their line of business, which makes every mystery shopping experience more fun and exciting. In my years of being with SatisFIND, I already got free food and clothing as tokens for jobs well done.” – Trina, Philippines
“What I like about SatisFIND is that I get replies right away, the shops cover different kinds of items from gadgets to consumables like food including desserts, and it’s all very organized in the website. I like how we are given assignments through a website where you can log-in and update your progress there. It is also environment-friendly since it is all paperless. Secret shopping with SatisFIND is a really fun experience because you get credit for providing feedback on products and services. If not cash, then you get big discounts. I just wish they would give more projects during each month because I have a lot of free time and I only get assignments every other week or month. I would definitely recommend others to secret shop with SatisFIND. It is something everyone should try out because you can get more out of it. Not only will you be exercising your brain by memorizing a little, but you will also learn to be creative with your acting and taking down notes discreetly, so much like a spy.” – Ricky, Philippines
“I have been a CEA for SatisFIND for almost a year and have participated in several projects already. SatisFIND is very professional in doing their business. They give clear instructions to me, complete with project brief, description and pictures. It helps a lot that they have a website that I can refer to for guidelines on mystery shopping and the code of ethics. I haven’t had a hard time doing their assignments and meeting their deadlines because they give the instructions and timeline well in advance. Their online questionnaire helps me to submit my evaluation complete and on time since it displays a message if I missed anything. Satisfind is also timely in processing my token fees. I have never experienced any delay or discrepancy in my expected amount. Truly, SatisFIND is worth mystery shopping for!” – Andrea, Philippines
“First of all, hearty congratulations on the 10 year milestone. May there be many more to come! Working with Kaiz Consult has been an absolute pleasure. I have completed restaurant shops without the tiniest bit of hassle. Despite such visits requiring a lot of attention to detail, I did not falter even once thanks to the clear questionnaires that always spelt out exactly what was required. I think the best thing about Kaiz Consult is the level of professionalism. I have never had to wait for a reply for more than an hour or two, in case of clarification or other queries. I always received my shop fees exactly when promised. It was smooth sailing and I am sure it will continue to be. Compared to other firms I have worked for, I find this professionalism to be the factor that differentiates Kaiz Consult from the rest. Also, the system of letting shoppers reserve slots makes it truly impartial when it comes to assigning shops – it is purely on a first come first serve basis. I would definitely recommend Kaiz Consult to others. The mystery shops on offer are interesting and for well-known clients, payment is prompt and the entire process is a pleasure from start to finish. I wish Kaiz Consult the very best in future and sincerely believe it will continue to remain one of the best mystery shopping firms I have worked with. If I had to do a mystery shop on Kaiz Consult as a mystery shopping firm, it would get 10/10 and an “excellent” rating!”– Anulipi, India
“I was a mystery shopper with Kaiz Consult for 3 years. I am still very impressed with their systems and procedures and the professional conduct of their staff. I was contacted in time with relevant assignment and was remunerated on time after submitting my report. They take a personal interest in all their shoppers. This was evident, when one day I had to cancel an assignment at the last minutes because of a health emergency and instead of being angry, Kaiz and his team actually called me a few times to confirm if I was getting better. They are also very committed to their clients. Once I had a very bad experience and they arranged a meeting where I could tell them the whole incident and they took proper action. I wish them all the best in all their endeavours.” – Nazeen, Malaysia.
“I have been associated with Kaiz Consult for a couple of years now and I must say that it has been an enriching experience in every way. Kaiz Consult are an excellent company to be associated with do mystery shops for. I am always happy to take on assignments with Kaiz, because of their upfront approach and the helpful and understanding nature and attitude of all their staff. The mystery shops from Kaiz are always challenging, and it is very satisfying to see the difference that one’s effort has made when you visit a particular location again. I have always, and will in the future, recommend Kaiz to my circle of friends, provided they are serious mystery shoppers. Kudos to Kaiz and his team for being wonderful to all who deal with them.” Ranjana, India
“I was referred to SatisFIND in April of 2010. Honestly, I knew very little about the details of the company at that time. What piqued my curiosity, however, was its line of work. I am, by nature, very meticulous about almost everything. In my own little way, I saw this as an opportunity to provide inputs in improving customer service levels. Being associated with Satisfind has been a most pleasant experience. I was able to sharpen my overall listening and observation skills. Also, with the way its reports are to be answered in an objective manner, I know that I am contributing positively and constructively to the uplifting of the overall customer experience. I am also very appreciative of the constant support that I receive from my Project Director, whether through updates or through clarifications. I have never felt being left hanging at any time while performing my assigned tasks. I wholeheartedly recommend SatisFIND to anyone who is interested in an introduction into the world of mystery shopping.” – Jonathan, Philippines
“I have been associated with Kaiz consult since the last four years. My experience with this company has been exceptional as compared to other mystery shopping companies I have worked with. The instructions are clear and easy to understand. The feedback form is also simple and straight forward. The payments are prompt and I have never had to follow up as compared to other companies.”Vandana, India
“SatisFIND have more upscale clients than the other mystery shopping companies. I really enjoy doing shop visits for you guys since you pay well and the questionnaires, while very long and thorough, really try to give your clients deeper insight on how a customer feels about his/her shopping experience. I’m proud to have done so much mystery shopping jobs for you. I’ll only recommend you to people who really care about putting in quality work.” – Lynnie, Philippines
“Working with Kaiz Consult is worth the effort in terms of remuneration in kind. The tasks have a certain standard. Guidelines are clear. There are no delays in providing feedback. Payments are made on time. I am not associated with any other mystery shopping company now. However, I was associated with one earlier. The payment was too paltry and not worth the time and effort. There were some errors in payment too and I had to follow up frequently”. Taru – India
“I have always wanted to be a mystery shopper because I love shopping. Also, I felt that it would be better to use my leisure time in a more productive way. Hence, I applied as a Customer Experience Advocate in SatisFIND in March of 2010. Fortunately, I was accepted and have been given various assignments since then. Being a teacher and a service-provider myself, I know the importance of rendering quality service. As a customer, I love when I am given appropriate attention. Sometimes, however, it cannot be avoided that I also get lousy service and I end up filing a series of complaint letters. Now that I am a mystery shopper, I feel that I have a greater responsibility. Given the set of principles and guidelines that I have to follow with SatisFIND, I am compelled to evaluate in a more objective manner. Working with SatisFIND has always been smooth. I get enough support from the Project Director, Ms. Genevieve Cura-Tiangco and I never had any problems coordinating with her whenever it is needed. This kind of job has definitely made my shopping experience challenging but worthwhile – I earn while enjoy! More power to SatisFIND!” – Marichu, Philippines
“One of the unique thing which I like about the company is the straight-forward reporting system which is in place. The payments are often and always on time as the company mentions in the guidelines. I have done several shops for Kaiz Consult. I never had any issue with Kaiz Consult in capacity of a mystery shopper. In fact, Mr. Kaiz have always been helpful and prompt in answering any shop related queries which I have while doing any shop. Kaiz Consult is a professional and serious mystery shopping company. I would highly recommend Kaiz Consult to first time shoppers and equally to the seasoned mystery shoppers. The only thing I would advice shoppers is that they have to be serious and professional in doing audits because, Kaiz Consult expects only reports which are meaningful and valuable to their clients.” – Raju, India
“I have been a Secret Shopper of SatisFIND for a while now. I may say, this is one of the best ways to earn extra income. Imagine yourself shopping and in return you get paid!! Wow, I couldn’t stress it more. I have enjoyed every project that they have given me. The shops were always very interesting and the experiences were always new. This is the reason why I learned so much while shopping! Now, whenever I am in a store, I appreciate the training that goes into the customer service because it really affects the overall customer experience. I hope to be with you guys on the next projects to come! Also, thank you to my project manager who was always there to help when I needed it! I’m a satisfied secret shopper at SatisFIND” – Mark, Philippines
“I am very satisfied and delighted to be associated with Kaiz Consult for the past two years as a mystery shopper. Their website is user friendly, easy to navigate, and to view the invites. Kaiz Consult is quite unique from other mystery shopping companies, because you receive the confirmation of the shop to be performed immediately after you consent for the same. Their Questionnaire is very simple but at the same time captures all the details, required to evaluate the services. Wishing Kaiz consult more success and many other outlets be added to their portfolio” – Rakesh, India
“I have been a mystery shopper since 2010 and so far I really love and enjoy my shopping experiences. This is my first time working as a mystery shopper but I can say that it is very rewarding. I believe that SatisFIND is a professional, ethical and hardworking company. My project coordinator is very accommodating with my questions or problems regarding my shops, I am well-informed and guided, and I have always been well-compensated. I am glad to be a mystery shopper knowing that my reports will be used to improve customer satisfaction in terms of service and quality. I highly recommend SatisFIND to those who would like to try being a mystery shopper because of their good standing. I am looking forward to more great assignments to come.” – Rosario, Philippines
“I have been a Mystery Shopper with Kaiz Consult for more than 4 years by now and completed several audits, out of which mostly were for Restaurants. This was my first role as a Mystery shopper and till this happened I was never aware that this too can be such an important task to perform. Kaiz is extremely thorough with his questionnaire and whenever by mistake I have ever looked any comment or question I was promptly reminded of the same and Kaiz has been always been flexible so that we can rectify the mistakes. It’s been a delightful experience to do the Audits on behalf of Kaiz Consult and though after enrolling I did one or two audits online for others but they are in no way a match of Kaiz Consult in terms of Professionalism. So if someone looking for an Mystery Audit experience I guess they should enroll with Kaiz for a fabulous experience while learning the details of this trade. I wish they grow bigger with time and allow us to remain a part of their success story!” – Debaroti, India
The Mystery Shopping services of Kaiz Consult India is now called SatisFIND.
Mystery Shopping/Customer Experience Measurement in General
What is CEM?
CEM is Customer Experience Measurement. SatisFIND does not only conduct mystery shopping audits but conducts Customer Experience Measurement studies for its clients. CEM is a more effective method as it gives clients (business owners, top management, operations, marketing, HR and training) a detailed account of what goes on between their front-liners and their customers. The results are actionable and insightful.
What is a CEA?
CEA means Customer Experience Advocate, this is what SatisFIND calls its secret shoppers. Aside from getting paid to shop and enjoying other perks that come with the assignment, SatisFIND’s CEAs conduct secret shopping visits because they understand the important role they play in giving truthful customer experience feedback to the management of the establishment they evaluated. Certain perks come with being a CEA but most importantly CEAs believe that there is more to secret shopping than free stuff— that is, quality customer service for all.
Customer Experience Advocate
What are the requirements on becoming a Customer Experience Advocate?
You have to be at least 18 years old to qualify, male or female. You may be employed, self-employed, unemployed, a student, retired or a full-time homemaker, as long as you are a customer passionate about service, you can be a CEA. We do not require any degree or any special training or experience. We will provide you all the information you will need to prepare you for an assignment. Since our reporting is done online, you need to have access to the internet, either in your home or in a nearby internet shop. All reports are sent via the internet through your personal account with SatisFIND.
How do I apply?
Simply register as a Customer Experience Advocate (CEA) at www.satisfind.com. Complete your profile, upload your photo and submit your mock assignment report to complete the registration process.
Why do I have to complete my profile?
Completing your profile during the application process gives us a clearer idea of your shopping and customer lifestyle habits. We are able to match projects to your preferences better.
Code of Ethics
Reviewing the Code of Ethics before you agree to become a CEA of SatisFIND is an important step in the registration process. We value and uphold the Code of Ethics, and we expect the same from our CEAs. We take legal action against serious violators.
How do I reserve assignments?
Available assignments are sent via email or announced in the system, which is visible to CEAs when they are logged-in to their accounts. Please check your email regularly. Once you receive an invitation, log on to www.satisfind.com to check the available slots. Please note that assignments are on a first-come, first-served basis. Choose and reserve your assignment, but make sure you can commit to the location and the schedule given. Also read instructions before reserving an assignment.
What do I need to know before conducting my assignment?
Detailed instructions are given per project. These may either be posted online in your account page or emailed as a Project Brief.
The questionnaire automatically gets uploaded to your account when you accept an assignment. Make sure to study this carefully before your visit so that you are aware of things that need to be observed/evaluated.
I have already completed my visit, when do I need to submit my report?
You are required to submit your report 24 hours after your committed visit schedule. Please inform your Project Director immediately if you will not be able to do so. If we do not receive your report within 24 hours and no notification is given to us, your visit will be considered invalid, and no token fee / reimbursement will be credited to you.
Something came up and I can no longer do my assignment on my committed date and time, what do I do?
Inform your Project Director immediately, before your due date. This will give us a chance to re-assign your visit to another CEA. Depending on the project, you can also ask your Project Director about re-scheduling the assignment to a later date or time.
I have just submitted my report, what do I do next?
Make sure you have uploaded the images and receipts (if applicable), failure to upload these will make your assignment invalid. Your Project Director may contact you through SMS or email if there are any clarifications in your report. Please respond immediately. If you do not hear from us, that means there are no more follow up questions or clarifications on your report.
When do I receive my token fee?
Schedule of release of the token fee and/or reimbursements is indicated in the project brief, which is available online in your CEA account. For projects with a separate brief emailed to the CEA, the schedule is also indicated there. Your payment page will be updated within a week after the token is credited to your bank account.
Am I going to receive a transportation allowance?
We do not provide a transportation allowance on most of our assignments, that is why it is important to choose assignments and areas that you frequent and are easily accessible to you. If transportation allowance will be provided, it will be indicated in the project details and CEAs are made aware of this before accepting the assignment.
How many assignments can I have at one time?
This depends on the project’s requirements and complexity. We limit the number of assignments a CEA can accept as we do not want our CEAs to experience ‘shopper fatigue’. We want the assignments to be FUN for our CEAs. For projects that allow multiple visits, we usually limit around 2-3 assignments per CEA. We need detailed information per shop and we do not want you to be overwhelmed and overloaded. Furthermore, we also want other CEAs to be given the chance to accept assignments.
I forgot to note some information needed for my shop report, what do i do?
This is why we require CEAs to read the project brief and the questionnaire carefully before undertaking the assignment. Little details like staff name, accessories worn, spiel said and others play a significant part in the improvement of the company’s service standards. If a CEA failed to follow specific instructions given, his/ her report shall be considered invalid.
Quality of Reports
How can I make a good report?
Firstly, make sure that you followed all the instructions related to your visit, and you have observed everything needed to make a complete report.
When writing your report, please observe the following:
i. Observe proper grammar, spelling, and write in complete sentences.
ii. Do not use text speak and do not use ALL CAPS.
iii. Make sure your comments match your ratings and the question being asked.
iv. Be factual, truthful and fair.
Why do I have to fill up the comments fields in the questionnaire? Why can’t I just leave them blank?
We need you to be as detailed and accurate as possible, to give us a clear picture of your visit. The reader of your report has to feel as if he/she was there with you during your shop. Each report you submit is a customer experience story which will help the establishment improve their service to its customers. This is after all, the whole point of what we do!
Michelle Perez Patel, Managing Director
Michelle is the first Customer Experience Advocate and founder of SatisFIND. She was a marketing professional with notable accomplishments in brand management before starting her own company at the age of 27. Her passion for market research and customer service, mixed with her entrepreneurial spirit made SatisFIND the company it is today with its thousands of Customer Experience Advocates. Michelle earned a degree in B.S. Economics from the University of the Philippines, Diliman, and received the Gawad Chancellor’s Award for Most Outstanding Student Leader in 1999. Since her college days, she has been a true advocate of leadership and service excellence. A self-confessed workaholic and a frustrated artist, Michelle’s other ‘loves’ are food, travel and anything French. Follow her on twitter.
Genevieve Cura-Tiangco, Director for Projects
Genevieve is every Customer Experience Advocate’s big sister and help line. A graduate of B.A. in Humanities specializing in Integrated Marketing Communications from the University of Asia and the Pacific, Genevieve’s work experience started as an Investment Analyst before she went into marketing, successfully heading the marketing communications initiatives of an HMO company for 3 years. She finally joined SatisFIND in 2006. She’s now a hands-on mom to her two-year old girl and a real domestic goddess according to friends. Aside from being an avid reader and a music lover (from The Smiths to Cold Play to Katy Perry), Genevieve has a knack for finding the best shopping deals. She’s the best shopping partner in town! Follow her on twitter
Kaiz Patel, Director for International Operations
Kaiz oversees SatisFIND’s expanding operations in other markets. With over 18 years of work experience, Kaiz has lived and worked in Europe, Middle East, and the Philippines, giving him exposure to various cultures and processes in a very diverse spectrum of operations. He is a graduate in Hotel Management from Les Roches International School of Hotel Management in Bluche, Switzerland. Kaiz’ extensive experience in hospitality provides clients with an insight into the working of service-based environments, as well as, the importance of maintaining a customer-centric strategy. In 2001, he was among the first to venture into Mystery Shopping in India. When he is not busy with work, he conducts mixology classes for cocktail-enthusiasts in Manila. Follow him on twitter