Measuring the Customer Experience

Mystery Customer Phone Calls

How do your team answer the phone when you’re not there? We can provide written reports and recorded audio evaluations of what’s actually happening.

Email enquiries and Online Chat

Our evaluators can monitor response times and capture follow up responses.

Audio and Video Recorded Evaluations

Using the latest digital technology, the footage enables you to see and hear how your team handle customers.

Video Performance Monitoring

Our video performance evaluators use live video feeds from CCTV systems to produce performance reports and analysis in real time.

Audit app

Operational excellence is key to an organisation and collating, accessing and disseminating information gained from audits is critical.

MCE has developed a live audit tool to seamlessly integrate into the customer experience platform – allowing operators to learn and action immediately and track performance over time.

Online Ordering

Our evaluators will visit your web site and assess its usability. We can order an item and track it all the way through to delivery. We can also establish if the returns process is easy to use and handled efficiently.

Customer Satisfaction Surveys

Online satisfaction surveys allow your consumers to complete a short questionnaire after experiencing your service.

Competitor Evaluations

Do you know how your competitors rate against you, What are they doing right/wrong? Let us benchmark the customer’s perceptions of your business, with perceptions of your competitors.

Compliance Checks

Are your experts actually doing and saying everything in line with your code? Let us determine whether or not they’re compliant.