Experience counts

Companies who have implemented NPS measurement systems are achieving positive commercial outcomes.

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The Latest

Research Study

Follow Up: Fast-Food Industry Competitor Benchmarking Study 2014

After its initial study in March/April 2014 The Realise Group conducted a follow up study in November 2014 to identify how the customer experience at 6 different fast-food retail brands had changed over the period. The key objective of both studies was to determine how each brand had delivered on key aspects of the customer experience. The methodology for the follow up study was the same as for the initial study. 180 customers who had visited a fast-food retailer were surveyed - 30 from each of the following brands: Red Rooster, Hungry Jacks, Subway, McDonald's, Nando's and KFC. Customers were asked to complete the survey immediately following their fast-food visit.

Customers were asked:

  • The main reason they visited the brand
  • What is most important when buying fast-food
  • To rate the store appeal
  • To rate the food quality
  • To rate the speed of service
  • To rate the friendliness of staff
  • Their overall satisfaction with the visit
  • How likely they would be to recommend that brand to friends or family (NPS)
  • What brand they believed offered the best value for money
  • Which is their favourite fast-food brand
  • Did the staff mention any promotions
  • Did they receive what they ordered
  • Did they purchase more than they intended
  • Which brand they believed offered the best value for money

Key Insights

As found in the initial study, four key variables continue to hold the highest probability of predicting high Customer Satisfaction and high Likelihood to Recommend scores (ie: 90% or greater), these are Food Quality, Speed of Service, Store Appeal and Staff Friendliness.

Customer Satisfaction, the perception of Store Appeal and Quality of Food were found to be significant predictors of high Likelihood to Recommend scores. Differing from the initial study, with the introduction of Store Appeal as an influencing factor.

For more information on this study please contact Kate Gorman, Business Development Manager, The Realise Group, (03) 9687 2360.

Posted 16 December 2014 by Jayde Deller0comment

Research Study

Follow Up: Liquor Industry Competitor Benchmarking Study 2014

After its initial study in February 2014 The Realise Group conducted a follow up study in October 2014 to identify how the customer experience at 9 different liquor retail brands had changed over the period. The key objective of both studies was to determine how each brand had delivered on key aspects of the customer experience. The methodology for the follow up study was the same as for the initial study. 140 customers who had visited a liquor retailer were surveyed - 20 from each of the following brands: Vintage Cellars, Dan Murphy's, First Choice Liquor, BWS, Liquorland and Thirsty Camel plus 20 in total from The Bottle-O, Cellarbrations and IGA Plus Liquor. Only customers who purchase alcohol at least one a month participated, and they were asked to complete the survey immediately following their liquor retailer visit.

Customers were asked:

  • What they purchased
  • Why did they make that purchase
  • What factor most determines where they purchase alcohol from
  • Their main reason for visiting the store
  • Which brand offered the best value for money
  • How appealing they found the store
  • How efficient they found the transaction
  • How likely they would be to recommend that store to friends or family (NPS)
  • How friendly they found the staff member
  • What advertising prompted their visit
  • Their overall satisfaction with the visit
  • How they rated the value for money of their purchase today
  • If they were advised of any promotions
  • What is important when shopping for alcohol and how the store performed against these aspects

Key Insights

As found in the initial study, four key variables continue to hold the highest probability of predicting high Customer Satisfaction and high Likelihood to Recommend scores (ie: 90% or greater).

Staff Friendliness maintained the strongest influence on high Customer Satisfaction, followed by Value for Money, Speed of Service and Store Appeal. However Customer Satisfaction had the strongest influence on Likelihood to Recommend, followed by Value for Money, Staff Friendliness and Store Appeal.

For more information on this study please contact Kate Gorman, Business Development Manager, The Realise Group (03) 9687 2360.

Posted 16 December 2014 by Jayde Deller0comment

News

Realise Quarterly News - Issue #11 December 2014

Welcome to the latest issue of Realise Quarterly News.

We’re now full-swing into the festive season and we trust your stores are looking fabulous and your sales are through the roof. We have kept this edition short and sweet because we appreciate you’ve probably got little time for reading!

It may not be too late to send Field Agents out to ensure your stores are stocked up and looking great for the crucial next few weeks, so let us know if you’d like us to help you with that.

It is a good time of year to stop and reflect on how lucky we are and how much we have. It has been a difficult year for many, many people and most of us who are writing and reading this newsletter have much to be grateful for.

We would like to wish you and your families a fabulous festive season. We hope Santa is very kind to you all.

Merry Christmas!

(read more)....

Posted 5 December 2014 by Jayde Deller0comment

Our Clients Say...

"From a global perspective our company rated it as outstanding and one of the best Mystery Shopping programs we have seen. From our experience with The Realise Group, we would have no hesitation in recommending them as your Mystery Shopping Company."

Estee Lauder

"The mystery shopping program has been very well received in our organisation and has been a central part of an overall performance improvement program at Red Rooster. I would not hesitate to recommend The Realise Group as a mystery shopping supplier."

Red Rooster

"The Realise Group are responsive and always available. They are quick and helpful with queries, creating new reports, and helping us to ensure all data is correct. They understand our business and are great at anticipating our needs."

Foodco Group

"We have been very happy with the level of service provided to us, the responsiveness of the Group to our requests and the manner in which they conduct business. The quality of the staff conducting the surveys and the reports themselves has seen this program grow to be an important and valuable part of our annual Centre program."

Chadstone Shopping Centre

"The Realise Group provide flexible and comprehensive reporting and quick turnaround of results. Furthermore, they are reliable and easy to deal with and have a “make it happen” service approach that allows us to react quickly to changing needs."

7 Eleven

"Everything is managed professionally and efficiently, and no request is too much trouble. They have also used their expertise to recommend changes to the programs which have been very well received by the network."

Tatts Pokies

"After working with several mystery shopping companies, Michael Hill partnered with The Realise Group in 2008. Specialising in behavioural identification and interpretation, The Realise Group have successfully assisted us to make definitive changes in our service delivery. The data gathered by The Realise Group's field based analysts directly correlates to our core KPI's and is utilised by both senior and frontline management to effect positive behavioural change on the sales floor."

Michael Hill