The average business loses 10%-30% of its customers each year as a result of an
overall poor customer experience and likely loses much more due to the ever-powerful
word-of-mouth. Furthermore, research indicates that for every customer who bothers
to complain, there are 26 others who remain silent to the company but share their
negative experience with their sphere of influence, acting as assassins to your
brand. TrendSource’s mystery shopping services address these alarming realities,
so you can avoid damage to your brand image. We work with you to construct a detailed
questionnaire that will provide insights into how you can enhance the customer experience.
It has been reported that companies can boost profits up to 100% by retaining just
5% more of their customers. TrendSource remains the most trusted mystery shopping
company in the industry, successfully assisting many FORTUNE 500 companies in their
efforts to keep customers coming back for a superior experience.
Our customer experience management solutions capture high quality data through customer
intercepts, satisfaction surveys, audits and mystery shops, focusing on key aspects
of service quality including:
- Tangibles (facilities, equipment, personnel, and communications material)
- Reliability (the ability to perform the task dependably and correctly)
- Responsiveness (willingness to help, provide prompt service)
- Assurance (product knowledge, courtesy of employees, trust and confidence)
- Empathy (caring, individualized service)
Founded on the principles of superior customer relationship management (CRM), TrendSource
recognizes the value and necessity of relationship marketing in the ever-evolving
modern marketplace. We work diligently to understand the voice of the customer and
provide premier customer loyalty solutions to establish a mutually beneficial relationship.
"It isn't what they say about you, it's what they whisper." - Errol Flynn
