Dashboards updated in real time
Whatever type of mystery shopper program your business chooses, you can track your network’s performance at any time. Our platform is a powerful, flexible, and user-friendly tool that allows your company’s key members to track detailed mystery shopper evaluation results in real time.
A 360° View of your Customer Experience______
- Daily alerts indicating that mystery shopper evaluations have been completed
- A detailed individual report for each mystery shopper visit (also available in PDF)
- Tracking of your customer experience index (CEI)
- Performance indices for each of the main steps of service
- Detailed results per question
- Success rates for your moments of truth
- Your network’s consistency index
- Your Net Promoter Score (NPS)
- The gaps between your performance and your customers’ expectations
- The results for the branches in your network
- The results for your various managers
- The results for the various regions or provinces
- The results for the various evaluation periods
- Fully customized dashboards developed by our team of programmers
Custom access to results for each of your managers
The mystery shopper platform provides all managers in your company, from top executives to point-of-service managers, with customized access to results based on their level of responsibility. The platform is a vital operational management tool that helps everyone identify areas for improvement and act fast with front-line staff.
The Lanla Edge
- Instant and customized access online, where you can track all your mystery shopper evaluation results in real time
- The ability to track powerful customer satisfaction indices (customer experience index, net promoter score, moments of truth, etc.)
- The flexibility to develop custom dashboards
Mystery shopper programs tailored to your company’s needs!
A mystery shopper conformity program will help you ensure your operational and service standards are being met throughout your network. You may want to consider a consumer mystery shopper program that will also shed light on your customers’ perceptions of and satisfaction with the services you offer. Or try mystery shopper visits to keep an eye on the competition!
Lanla's team, with its great expertise, flexibility and business support, is an involved partner who is committed to continuous improvement of the Desjardins customer experience.
Senior Director Member and Client Experience