Services

ICC/Decision Services offers clients a comprehensive service offering of powerful management tools that can measure every facet of the Customer Experience. And we partner with our clients to ensure that each one of these tools are used correctly to help optimize your Customer Experience Management (CEM) program.

We can offer our clients one source for all their measurement tools. This gives you a synergistic advantage – you only have to deal with one supplier to understand your overall strategy. All the pieces of the puzzle will fit together because we design and coordinate each piece to complement the overall program goals.

There is no ‘finger pointing’ – the program responsibility rests with us. We design the program, collect the data, deliver powerful dashboard reporting of all the pieces. And our team of market research professionals and industry experts work closely with each client to optimize the effectiveness of their unique Customer Experience Management (CEM) program. However, whether you, one or all of our services to measure the different facets of your Customer Experience we partner with you to optimize your CEM programs.

Here are some of our powerful management tools:

Mystery Shopping

Our mystery shopping programs drive frontline staff performance improvement, and as a result, increased revenue. We recruit, train, test, certify and closely monitor our shoppers. Fully customized and integrated with in-person, Web site, call center and telephone-based components, our mystery shopping programs include dynamic and static 24/7 graphic reporting powered by our proprietary state-of-the-art Web-based technology.

Read More About Mystery Shopping (PDF, 436KB)

Competitive Shopping

Nothing helps you gather competitive intelligence like our competitive shopping program. Comparing your store’s performance against your direct competitors is an excellent technique to obtain vital intelligence about strategy, pricing, merchandise, promotion and product changes to help you quickly identify competitive trends and make key decisions.

Read More About Competitive Shopping (PDF, 424KB)

Compliance Audits

Our custom-designed auditing services ensure your frontline staff and/or vendors are compliant with your stated policy and procedure guidelines and industry regulations. We have experience with many types of audits, including: alcohol, tobacco, lottery, merchandise, POS and marketing materials.

Read More About Compliance Audits (PDF, 102KB)

Visual Merchandising

They say a picture is worth a thousand words. We can capture onsite photo images as part of our mystery and competitive shopping and auditing program. We can then upload and sync photo images with the actual shop or audit report. Imagine the value this brings in validating compliance on signage and POS marketing materials, or in evaluating your competition.

Read More About Visual Merchandising (PDF, 103KB)

Customer Surveys

Information is power. Our phone or Web-based customer or employee satisfaction surveys obtain subjective feedback that helps retailers drive sales. We work with our clients to develop integrated programs with the benefits of mystery shopping, Customer Satisfaction (CSAT) research and employee surveys (IVR, Voice, Web) to obtain a 3600 view of the Customer Experience.

Employee Surveys

Knowledge is power, especially when it comes to knowing what your employees are thinking. Their attitudes can make or break your brand experience. Our IVR phone or Web-based employee surveys and 24/7 reporting make it easy for you to regularly take the pulse of your employee's attitudes and quickly identify areas for improvement so you can protect your brand.

Comment Cards

We offer a complete comment card design and implementation service. Let us design the form, collect the returned forms, process and analyze the data, and provide management insights based on industry best practices.

Intercept Interviews

Our custom-designed customer intercept interviews can be a crucial component in understanding the Customer Experience at your store.

Ad Hoc Studies

Our special ad hoc studies provide unique ways we can address the needs of our clients. We are always prepared to conduct major research initiatives like any form of customer satisfaction research, competitive analysis, pricing analysis, branding strategy and more to help your brand reach new levels of success.