I usually don’t talk about my work with our clients because of confidentiality, but I felt inspired to share my thoughts about a recent experience working with one of the largest, and most respected Filipino-owned companies in the Philippines.
While most companies would still approach Customer Experience as an abstract concept — in theory, a priority, yet unclear how to go about it– here was a company who has been laying down the foundations for some time, as they have been listening to their customers using means readily accessible. They believe in having a seamless and consistent end-to-end customer experience journey and to break silos, which are barriers to achieving this.
When I was first called for a meeting 6 months ago, I was surprised with the volume of work the team had put together, they have identified over 700 different touchpoints, which could be part of a roadmap towards achieving excellent customer experience. The customer research work SatisFIND contributed was only a small part of a large initiative led by this team, which had the full support of the company’s president.
What I have observed working with them leading to an important workshop yesterday where results and proposed action plans were presented to the President and Executive team for approval validated my belief that building a customer-centric culture can only be led from the top.
I attended yesterday’s workshop as an observer and presenter for a small part of the research done. Kaiz joined me and we were the only “outsiders” in that session. The workshop started with a prayer – being in the Philippines, a very religious Catholic nation, this is not really a surprise. A video was played and with the prayer being recited out loud by everyone in the room, I was overcome with emotion because it was a heartfelt prayer of gratitude and hope for its customers, employees, its suppliers, and the government. I found this to be a profound reflection of the very core of the company.
After an energetic and highly engaging 5 hours, the commitment to deliver excellent customer experience has been sealed. The work has just begun for the team and the next 6 months will be more challenging than ever.
As the president gave his closing message where he mentioned the value of taking care of the company’s frontliners in order to take care of their customers, I looked at everyone in the room and felt proud to have been a silent witness to this, I felt optimistic about the future of customer experience in the Philippines and I felt proud to be Filipino.
This was a realization of SatisFIND’s purpose. These were the moments I live for.
For more than a decade, SatisFIND has been home to a community of customers who believe in changing the way businesses look at customer service through the feedback we share as mystery shoppers. For those who are interested to be a SatisFIND mystery shopper click http://satisfind.com/be-an-advocate
Understanding what mystery shopping is:
Mystery Shoppers are real customers who visit establishments they would anyway go to based on their usual lifestyle. The only difference between a regular customer visit and a mystery shopping visit is that the mystery shopper evaluates the experience while he or she is there based on guidelines provided prior to the visit. As a mystery shopper, your role is to provide feedback on what you experienced.
Mystery Shopping has been around since the 1940s and has been an effective method to provide truthful and detailed feedback to business owners and management teams about their own service delivery. Over the decades, mystery shopping has evolved and is used to evaluate opportunities to improve customer service, understand training needs of the service frontliners and recognize the strengths the employees have.
What mystery shopping is not:
While some may think of mystery shopping as an audit or policing employees, the truth is, it is not meant to find fault in people. Though service and experience gaps will be exposed, it is for the organization to recognize opportunities to support its people. SatisFIND believes that if businesses will take care of its employees, they will in turn take care of their customers. Everyone wins in the end!
Qualities of a SatisFIND mystery shopper:
We don’t ask our mystery shoppers to do something out of the ordinary and beyond what a customer would normally do. Anyone wanting to help improve customer service, can observe well, have an eye for detail, remember things well, reliable, fair and can express observations well in writing, would make a great SatisFIND mystery shopper.
But what really matters at SatisFIND is the attitude of our mystery shoppers. Mutual respect and trust are values we have always believed in when working with our mystery shoppers. We appreciate mystery shoppers who thoroughly read and follow instructions well, as all information needed by the mystery shopper is provided in the project brief we provide. A complete understanding of the project brief and a review of the questionnaire before conducting the assignment will prevent you from missing out on an important item during your evaluation.
A SatisFIND Mystery Shopper’s responsibility:
While mystery shopping is fun and seen as a unique way of providing feedback to people who can make differences in an organization for the better, we take your mystery shopping reports very seriously. Real businesses and real people’s lives are affected with every report submitted by our mystery shoppers. The only thing we ask from our mystery shoppers who accept an assignment with us is to follow the instructions and timeline with a sense of commitment and responsibility. There will be many opportunities to work with SatisFIND, if you are not yet sure of your schedule, please do not block off a slot and reserve an assignment you cannot commit to conducting yet. We would like to give all our shoppers the opportunity to experience mystery shopping. We believe in the power of effective feedback.
What to expect from SatisFIND:
SatisFIND matches on-going projects with the customer profile of our shoppers. When you are matched with a project, you will receive an email inviting you to participate. Information about the project will be provided, such as guidelines, timeline, compensation and access to the questionnaire to be submitted after your mystery shopping visit. Compensation varies per project. Some projects provide a flat token fee, some provide a reimbursable purchase allowance for products bought or food consumed.
Accepting a mystery shopping assignment with SatisFIND will always be your choice and decision to make. Should you find the project interesting and worth your time and effort, you may respond by reserving for a slot for a branch near you. You will have to commit to a date and time you can conduct the assignment within the period provided for a particular project. The report must be submitted within 24 hours from the time you completed the assignment. It is most effective when we submit the feedback as soon as we can so it is fresh from our memory.
Founded by Michelle Perez Patel in 2005 in the Philippines, SatisFIND provides in-depth mystery shopping and customer experience solutions to various organizations. 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. SatisFIND currently has offices in the Philippines, Singapore and India.
May the Year of the Rooster be prosperous for all!
To our Filipino-Chinese Mystery Shoppers and Clients we greet you “Kiong Hee Huat Tsai!” and “Gong Xi Fa Cai!” to our Singaporean Mystery Shoppers and Clients.
Happy New Year to all our SatisFinders, Clients, Partners and Friends
Happy Holidays to all our SatisFinders, Clients, Partners and Friends