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In the internet age, email-contacts constitute an important - and for some target groups even the most important - tool for initiating and maintaining customer relationships. Especially for the service industry, it has become increasingly relevant if and to what extent the corporate standards on personal customer relationships can be conveyed to email-communication. The 'Mystery Mailing'-method enables you to measure and efficiently optimise the quality of your "virtual customer relationships". POSSIBLE QUESTIONS
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Do form, content and pace of our emailed answers overall correspond to the demands of customers and prospective clients?
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Which parameters could be applied to improve the quality of our email-communication?
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Does our email-communication represent a corporate uniformity? Which standards should, if necessary, be (re-) defined? |
PROCEDURE
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'Mystery Mailing' transfers the classic technique of mystery shopping to a company's email-communication. The survey of the email-service is conducted via standardized test-inquiries at the email-hotline
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The hotline's reaction is evaluated on the basis of seven factors that influence the satisfaction with email-answers (correspondence with inquiry, completeness of information, cordiality and seriousness, response time, etc.)
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These factors of satisfaction systematically cover all central requirements for an appropriate corporate email-communication with customers
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The next step interrelates the results of the overall email-answer behaviour with the results of the (potential) customers' subjective level of demand. By this procedure, the 'Mystery Mailing' results can appropriately be rated by means of the customers' and prospective clients' precise expectations
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On request, we compare your results to reference values from present benchmark-surveys. This way, you can evaluate your company's qualities in online-consulting internally as well as in competitive comparison |
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CONTACT
Holger Geissler
Member of Management Board
+49 221 42061-0
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Top level
Methods