Mystery E-Mailing – Mail to Info

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Why do so many suppliers offer a sort of communication by email accounts like info@ and contact@? To guarantee (good) response to a customer request. You probably know - without knowing our business at all - how often you do not get back any response or just a general one which does not answer your question at all.


Mostly e-mail communication is the "worst" kind of communication. Certainly everyone knows that e-mail communication is growing and this is exactly why requirements and expectations have grown as well.

After communicating with our client, we are going to send real requests to their company’s e-mail account. Real requests, confirmation e-mails and response will be documented and analysed in a detailed way based on modern standards.

Goals

  • Control of response time and individuality of the e-mail response
  • Measuring of functionality, etiquette, activation, type, feedback
  • Observation of electronic mail quality and providence of CD standards
  • Real Request and simulations of consultation
  • Quality of media (e.g. e-mail request for sending catalogues, postal response time and- quality)
  • Direct control of actions to increase service quality

Procedure

  1. EDevelopment of real and daily scenarios to perform the test, processing test criterions, definition of target groups and identities
  2. Creation of e-mail requests and the right response based on the horizon of expectation
  3. Test performance, e- mail documentation
  4. Processing of data and analyses
  5. Outcome presentations and references for management

USP & Reason Why

  • Mystery Research Award 2008
  • Sectoral and overlapping experiences in mystery shopping national and international
  • Approved standard items or rather individual test criterions
  • Concentration of results to an optimal processing for personnel process interfacing, distribution, management and chief executives

Clients

ARAG, DKB Bank, ENVIVAS, ferien.de, Renault, u.v.m.

Links

  • Research
  • Personnel Development

Contact Person

Sebastian Preuss M.A.
FON: +49-212-221 439-20 MAIL: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
 
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