What Are Our Clients Saying About Us?

 

ICC/Decision Services offers a superior level of professionalism. Their online reporting has allowed our field organization to give immediate feedback to store personnel, which has enhanced our ability to exceed our customer service objectives.

Erin Stimmel-Glark
Vice President, Godiva Chocolatier
 

We have been very satisfied with our relationship with ICC/Decision Services. On every occasion the execution has been thorough with excellent reports and follow-through. I have had the chance to work with several people at ICC/Decision Services and each person has brought valuable insights upon their own areas of expertise. The reporting as been detailed and we have had the ability to cross tab the data every which way we wanted to slice it. ICC/Decision Services has also been really good about giving us nice “sound bites” that we were able to use for our presentations.

Wosang Cho
Market Research Manager, CVS
 

Our company, Wal-Mart Stores, Inc, currently contracting with ICC Decision Services for completion of our secret shops. As you can imagine, dependability of a company is a major concern when engaging services that are compliance related.

We have done business in the past with other secret shoppers companies, none of which lived up with their claims, or our expectations. Those previous companies were promptly terminated for poor performance, which is something that the world’s largest retailer cannot afford.

We are extremely happy with the level of service and professionalism that ICC/Decision Services has displayed in our business relationship. We are especially happy with the level of confidence that they provide in the scheduling process, as well as the intricate website developed for reporting our compliance to our senior VP of compliance, our Wal-Mart Board Members, and all authorized external agencies.

I can honestly recommend the use of ICC/Decision Services to any corporation for their secret shopper needs, regardless of the size of the company needing services. ICC/Decision Services has proven to us that they have the resources, professionalism, and technological experience to assist Wal-Mart Stores, Inc, with its compliance efforts, and we are happy with our choice.

Jim Renfrow
ATF Compliance Manager, Walmart
 

Eddie Bauer has had a long-standing business relationship with ICC/Decision Services, dating back some 5+ years. The genesis of our partnership began as Eddie Bauer has been and continues to be focused on customer experience. ICC/Decision Services really assisted us in shaping our objectives such that their customers experience management solutions could effectively work as part of our overall strategy.

Over the years, ICC/Decision Services has continued to demonstrate additional value added by working closely with us to understand our business, challenge our thinking and bring new ideas on the table. The team has been very hands on and flexible in taking their standard service offering and customizing them to our business need – from program design, to project management, to ongoing reporting and management. Their programs provide us with near “real time” information about the customer experience thus allowing us to react to customer specific AND global issues.

I strongly consider their team as knowledgeable, credible, and objective extension of our business. We look forward to continuing driving focus on our customer experience objectives for many years to come.

Scott LaChute
VP Sales & Service Operations, Eddie Bauer Inc
 

We appreciate the timeliness, quality and value of ICC/Decision Services.

We are convinced that ICC/Decision Services’ survey feedback has a direct impact on our bottom line results.

Tim Borland
Director of Store operations, Pac Sun
 

ICC/Decision Services is more than another mystery shopping vendor… they are our partners in success. Their efforts have been crucial to the success of Rite Aid’s customer service initiatives.
I have found them to be professional, experienced and honest. Their willingness to listen and “can-do” are hard to beat.

John Puktz
Vice President, Rite Aid Corporation
 

On behalf of the entire CSO organization, please let me extend you an immense thank you for your wonderful support over the past several months.

The feedback we have received, thanks to ICC/Decision Services, is invaluable to us as an organization. This extremely helpful tool is allowing us to retrieve active feedback from our patrons. We are using this feedback to change the way we conceive of and communicate about the concert-going experience. Nanette Brown and Kevin Leifer have provided fabulous support to our marketing staff.

Trey Devey
President, Cincinnati Symphony Orchestra
 

I cannot say enough about their abilities.
Their ideas are endless and their service is unmatched. We would not have been able to achieve our success without their help. They are hands down one of our best investments, and I’m proud to recommend them to everyone.

Lisa MacClements
Supervisor of Customer Service, New York & Company