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About RedQuanta • Focuses on customer experience based research & analysis • Dedicated to ensure that our partners get significant return on investment (ROI) from this activity • Apart from Mystery Shopping, RedQuanta offers different services as given below: • Web Response Audits • Telephone Audits • Competition Audits • Customer experience design Industry Verticals Served
Complete online reporting through Sassie We use SASSIE (www.sassieshop.com) – the most powerful & flexible software in the mystery shopping industry worldwide, for client reporting AdvantagesofSassie • Objective & Real time reporting • Highly customizable Dashboards • Drill down into individual locations • KPI tracking • Quick export into Excel and PDF formats • Trending reports across parameters • Rights Management System • Easy MIS integration • Per shopper / shop reports • Consolidated shop data
Best Client Reporting We can Customize the reports as Our client would like to view.
Client will not be charged for any modifications to the questionnaire • Example Scenarios: • Client wants to add questions to check the effectiveness of on going promotions • Client wants to check the effectiveness of training on product knowledge & customer service • Client can increase the audit frequency at short notice. • Example Scenarios: • Client wants to conduct more audits for treatments which are not meeting revenue potentials • Client wants to conduct more audits for new therapies Flexible audits framework
Timelines Audit Timelines • Audits are usually conducted on a monthly/fortnightly/weekly depending upon the requirement. • Though we do audits for client’s on a fortnightly cycle as well • For Client, we suggest a Fortnightly cycle, where audits will be done in the first 9 days, 2 days as buffer and 4 days for analysis Reporting Timelines • Real-time report and provide our clients reports within 3 to 4 working days from the date an audit has taken place at a particular outlet • This helps our client to take the required actions with immediate effect and thus improve the quality of delivery as early as possible • Client gets multiple login ids as per the requirement, which will help to view the report online anywhere anytime
Exceptional quality control • Any discrepancy in audit reports can hurt the employee morale and lead to defensive attitude towards the feedback • We ensure that this situation never arises for Client by our exceptional quality control: • Real time reporting for immediate action: Shopper’s are required to submit report within 72 hours of the audit • Every report is reviewed twice by our expert team to avoid any discrepancy before sending it to the client • Proof of visit is to ensure authentic feedback with relevant customer, time, service taken details • We also expect our auditors to get us at least 2-3 pictures of the store’s exterior, interior, staff uniform, restroom (if applicable) etc • Detailed shopper briefing on scenarios and guideline
24*7 Client Support • Client will be provided with a dedicated Account Manager to understand and implement all your needs in the activity • Our client service practices include replying to client’s queries within 12 hours, completing client work on a timely basis, taking joint responsibility for transferred work, and doing everything possible to ensure the client is served best
How It Works? 4 3 2 1
Understanding the Objective of the Program • We discuss various aspects of the program with our clients to understand the objective and a goal for the program and accordingly we design the program • Key pain points and concern areas of the client • Questionnaire design • No. of Audits required in a particular period • Analysis framework
Preparing the Questionnaire & Framework • Framework of the Audit includes Preparation of Questionnaire & Frequency of the Audits. • Preparing Questionnaire • Our Team prepares the questionnaire keeping in mind the clients’ requirements and industry standards • We also discus this questionnaire with the client to understand their SOPs • Frequency of the Audits • Frequency of the Audits is discussed with the client as per his requirement. • Frequency of the Audits should ideally be 2 audits per month
Scoring: • Scoring responses make the evaluation easy and quantifiable. • Our score feature let you assign point values to questions and their associated answers. • On the responses collected, a score would be computed. It provides an efficient index for you to appraise employee performance, capability, character or customer satisfaction
Shopper Selection and Management Shopper acquisition is done through social media, references, BTL activities etc We have shoppers across various gender, age, income, lifestyle segments Shoppers are handpicked as per the required Target Group of the client Shopper training: Online training modules and extensive training on phone for specific assignments. Shoppers rating system in place to ensure quality of reports
Shopper Profile We select shoppers who will meet the TG of Client (as per the requirement) Shopper Rotation • We’ve a large base of shopper’s across different profiles • We’ve a policy of not repeating shoppers for a minimum of 90 days or as per Clients’ requirement. • In case required, we can also send the same shopper to an outlet to gauge the experience of a repeat customer • Rating is given to every shopper on basis of quality & timelines of report • Only shoppers with an rating of 7 and above (on a scale from 1-10) are selected for an assignment
Actionable Insights for Management • Client will be provided with analysis and detailed insights in the form of a case study and /or a presentation all outlets • We understand that Client needs to know the importance of these scores and ratings to help you increase the customers and ROI • We provide analysis and our recommendations to make this exercise more effective • The presentation will be given to Client within 7 working days from the completion of the audits every month
Focus on Client’s Return On Investment We strongly believe that mystery audits can directly impact the revenue • Maximizing Client’s return on investment (ROI) through increasing sales and improving brand equity is the goal of mystery audits • The programs are designed to understand, prevent and overcome errors and ultimately enhance your employees’ service and quality provided to the customers Sample ROI tracking matrix
Contact Information Nikhil Talreja +91 – 9833132632 nikhiltalreja@redquanta.com Aishwarya Menon +91- 9920398423 aishwarya@redquanta.com Corporate Office: 211, Reliable Business Centre, Oshiwara, Andheri (W), Mumbai- 400102.
