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Marketing Direction provides valued business intelligence to a range of clients in the UK and overseas. |
Service Audit
Service audit research, or mystery shopping as it is sometimes known, is a valuable adjunct to any company's research programme. While research amongst customers and employees can tell us a lot about what they perceive, it is only through putting ourselves in their shoes that we are able to understand the customer experience itself.
Marketing Direction has made a specialism of service audit research, both in the
Our evaluators are selected on the basis of their appropriateness for the product or service that is to be evaluated and we ensure that product or service excellence is recognised even when what we observe does not form part of the formal evaluation criteria.
When assessing a large estate of outlets we combine the statistical rigour required with the qualitative attention to detail that can make all the difference at the outlet level.
We provide interpretation, not just numbers and real-time alerts where remedial action is urgently required.