It's logistically difficult to tap into real customer feedback, while customers are on-site. Most customer data is collected after the event.
Being too aggressive with surveys can disenfranchise customers.
Our internal audit program will allow you to throw away the broad brush so you only use resources fixing things that are broken.
You’ll know exactly where your compliance gaps lie so you can reduce failures that could damage your brand reputation, identify inefficiencies, or simply ensure each site is ready to trade.
Customers receive on-site inducements to visit your store when they are nearby
Your customers answer a few questions on your proprietary phone app or ours while in-store
You receive LiveShopper data through our live reporting dashboard, while the customer is in store.
LiveShopper collects data from your real customers as they are shopping in your store.
Imagine having your customers complete a customer survey immediately after entering your store. Take it a step further, and imagine being able to communicate with them before they buy?
Here’s how it works.
Your selected customers will receive a notification as they approach your store. LiveShopper will invite them to complete a short questionnaire about their visit. The questionnaire might ask for something as simple as taking a photo of a promotional poster or a report on the staff interaction.
In return, your customer will be given discounts on future transactions (to encourage repeat business) or given loyalty points, or even put into a prize draw. It’s up to you.
You get salient and timely information, plus customer engagement, plus repeat business.
Many people keep asking us what’s the latest and greatest in Mystery Shopping or Voice of the Customer. Well, here it is.
We can use your existing phone app, or (if you don’t have one) you can use our phone app to communicate with your customers.
Your customers will receive a notification on their phone to advise that they are approaching your store.
You offer the customer an incentive to enter the store and report back on questions specified by you.
The customer only completes a couple of questions.
When they exit, they will simply hit send, and the report will be sent to you live.
The shopper will then receive a reward for their feedback.
LiveShoper will report back with aggregated and individual store reporting.
You get to choose which customers will receive an invitation to complete the survey. You also get to select the geographic ring-fencing distance, how often each customer gets to participate, and all other granular aspects of the data collection (with our guidance, of course).
The rewards offered are up to you. Some options are listed below.
Imagine the customer is walking past your coffee shop on the way to a shoe store. Despite being a customer, they don’t intend to stop for a coffee.
Your customer receives a phone notification alerting them to a 2-for-1 muffin offer redeemable during a subsequent visit.
The customer enters the store, answers three questions, spends money, and leaves.
Suddenly, a customer who was going to walk past your store becomes incentivised to spend the money they otherwise wouldn’t have spent.
Imagine a customer who previously completed a report now has a 2-for-1 muffin offer. They can’t get the total value of the muffin on their own, so they invite a friend to your store for a special treat. “I’m buying!”.
A customer who wouldn’t otherwise have visited the store becomes incentivised. Moreso, they will take a friend who may not be a customer or have ever visited your store.
At the same time, the customer is going to provide you with feedback about the store.
You can ask whatever questions you want. But would suggest limiting the questions to less than five. You don’t want to overburden your customer. You might ask questions about:
We incentivised a customer to visit a restaurant with the LiveShopper App.
The customer reported a filthy bathroom and hit send before leaving the restaurant.
Just before they finished their meal, they noticed the manager agitating towards an employee, imploring them to go and wash the bathrooms immediately. We configured the LiveShopper system to notify the store manager if the bathroom was dirty immediately. The manager arranged to have the problem fixed before the customer even left the restaurant.
You can control which customers receive which offers, how often, and even which specific stores provide which offers. You ultimately control how aggressively you want to collect data and balance how much you want to leave customers undisturbed. You can determine your own incentives and even change questions yourself.
We’ll integrate the LiveShopper reporting into our Dragon reporting suite, which combines our mystery shopping results, audits and social media monitoring.
The reporting provides full multi-level security access in an easy to use which group and user experience.
Mystery shopping collects very deep information (typically 30 to 40 questions, but infrequently.
LiveShopper collects you were questions per our valuation but collect data from a lot more people in a month. It would not be unreasonable to collect 200 evaluations from a single store per month.
Although they are different, the two tools combine nicely to complete the picture of the customer interaction. LiveShopper collects a lot the wide breadth of information, and mystery shopping collects the depth of information.
Although both Net Promoter Score and LiveShopper collect data from real customers, they are very different under the hood.
Net promoter score asks for a single unprompted response from customers after the event.
LiveShopper collects prompted responses from actual customers during their interaction.
NPS is less accurate because it collects unprompted customer answers after the event. However, it does have the advantage of providing the most amount of data.
LiveShopper is more accurate because the answers are prompted before the visit, and the customer completes the questionnaire on the spot. As a result, LiveShopper also allows you to collect responses to more than one question.