- Customer experience assessment and enhancement
- Monitoring of retail standards prescribed by the OEM
- Monitoring of pricing and deal/ sales promotion offered by sales staff/ franchisee partners
- Identification of fraudulent activities like enquiry diversion by sales staff or over charging to customer
- Benchmarking prices and practices of competitors in a specific market
How can we help?
We can assist our clients in the following
- Developing a customized mystery audit program which suits needs & priorities of our clients
- Execution of mystery audits with real-time customized dashboards and red flag reporting
Our simplified approach
- Understand the client’s business priorities and design a personalized mystery audit questionnaire
- Mystery auditor profiling and brief
- Execution of mystery audits (over web, tele calls or visits) and capture proofs of visit
- Auditor de-brief and reporting (including red flag reporting for critical scenarios)
- Management presentation and dashboarding
Expected benefits…
- Improvement in overall customer experience
- Reduction in customer complaints
- Improved adherence to OEM norms and standards
- Identification of mala fide and fraudulent activities
- Knowledge of practices and schemes followed by competitors
Why choose us?
- Highly experienced & versatile Pan-India team of mystery shoppers
- Customizable real-time dashboards
Customer experience assessment
In Consulting
Ambit Collective team’s utilize a customer experience (CX) approach founded on empathy and purpose, enabling you to gain valuable insights for creating unique, impactful customer experiences. These experiences provide lasting value to customers, benefit your organization, and positively impact society
The team
Yogesh Kumar
Consultant
Dinkar
Analyst
Vishal Solanki
Analyst
Customer experience assessment
In Consulting
Ambit Collective team’s utilize a customer experience (CX) approach founded on empathy and purpose, enabling you to gain valuable insights for creating unique, impactful customer experiences. These experiences provide lasting value to customers, benefit your organization, and positively impact society
Your business challenge
To remain relevant in today’s market, organizations must adapt to converging forces. The rise of new technologies, increased customer demands for superior experiences have led organizations to consider the following questions:
- How can we enhance the experiences of customers, and employees and generate sustainable long-term value?
- What strategies can we implement to achieve better outcomes for our customers while driving purposeful growth?
- How are we staying current with the evolving needs and expectations of our customers, and how are we adapting to these changes?
- What steps are we taking to remove friction points for our customers and create a more relevant and personalized experience?
- How can we better align our employees with our organization’s purpose and boost their engagement?
- In what ways can we leverage technology and data to automate and streamline processes across all channels, thereby enhancing the overall customer experience?
Solution benefits
Ambit can assist in driving customer experience (CX) transformation by developing a customized mystery audit program which suits needs & priorities of our clients which involves execution of mystery audits with real-time customized dashboards and red flag reporting for any of the following specific needs:
- Customer experience assessment and enhancement
- Monitoring of infrastructure/ retail standards for dealers/ franchise partners
- Monitoring of pricing and deal/ sales promotion offered by sales staff/ franchisee partners
- Identification of fraudulent activities like enquiry diversion by sales staff/ franchisee partners or over charging to customer
- Benchmarking prices and practices of competitors in a specific market
Ambit teams can support your CX transformation efforts by carefully designing and prioritizing customer experiences that distinguish you in the marketplace and fuel rapid growth. The benefits include:
- Improvement in overall customer experience
- Reduction in customer complaints
- Improved adherence of dealers/ franchise partners to Brand norms and standards (Infrastructure as well as process)
- Identification of mala fide and fraudulent activities
- Knowledge of practices and schemes followed by competitors
Solution features & functionality
At EY, we believe great CX, designed with empathy and purpose, creates long-term value. In the digital age, customers seek organizations that understand their behavior based on human needs and data — not data alone. Focusing on purpose and sustainable value creation, rather than growth at any cost, helps organizations create enduring relationships with their customers and employees.
- Understand customer needs and behavior, identify pain points, and predict impact on customer value and business outcomes
- Ideate, prototype, and test new experiences to meet and exceed customer expectations and generate positive business impact
- Implement and iterate on new experiences
- Organize resources, build capabilities, and implement data and tech to exceed customer expectations at scale
EY teams support companies in generating the right insights, designing the best experiences and making CX really happen. Organizations can then make the leap from a product/service- focus to a customer- focus by building an exceptional experience matched to customer preferences and perceptions of value.
- Help deliver the right “thing” at the right moment
- Connect the full customer journey and make it relevant
- Anticipate needs and reduce friction
- Shift from campaigns to relationships
- Optimize dynamically at the human level
EY teams approach to customer experience helps organizations deliver superior experiences and stay relevant by focusing on the following six dimensions:
- A clear vision with key performance indicators (KPIs), embraced by all teams to create focus, consistency and priorities
- High-quality data capture and usage to understand people and pain points and to deliver relevant interactions
- A modern and flexible tech stack enabling seamless and personalized experiences at scale
- An agile and non-siloed organization that allows for effective collaboration and quick changes
- A human-centered mindset and culture, where customers come first everywhere, from products to brand marketing and aftersales
- Future proof skills (e.g., UX, service design, data science) that allow for easy, effective and memorable experiences
Why Ambit
AMBIT organization professionals and world-class design and engineering network can help you solve the toughest CX challenges and transform your customer experience to create long-term, sustainable value for customers, employees, the business and society.
- Highly experienced & versatile Pan-India team of mystery shoppers which can support scale
- Customizable real-time dashboards which provide the insights required for bringing about the CX transformation