Originally established as a mystery shopping service provider, Service Monitor now offer 'mystery shopping and more', delivering a range of different services for collecting and reporting consumer feedback for their clients. As part of this offering, they also provide a platform on which their clients can easily view and download customer feedback and insights.
Using data to drive change can be a difficult task for any business, but arguably even more challenging in industries such as leisure and retail, where not only is much of the customer experience subjective, but there is also increasing competition from online providers. Collecting valuable feedback to drive meaningful change can mean investing a lot of time and resources into the process, for both the companies providing the service and the companies providing customer-experience research.
We were briefed with creating an online reporting system which would automate Service Monitor’s existing manual processes, giving both Service Monitor and their clients access to bespoke reports. The focus was on taking the time-consuming element out of reporting, to allow companies to consistently receive customer data in a variety of formats, in a short space of time.
The main challenge of automating reporting was replicating the current offline reporting functionality. This meant delivering the same level of complexity and tailoring as in a manual report, with a minimal level of human input. Service Monitor run integrated programmes, which deliver bespoke levels of detail, so the reporting had to be incredibly flexible to adapt to the varying data formats.
For Service Monitor, each process needed to be streamlined, whether it was defining an organisational structure to select which individuals from client companies could see which reports, or whether it was approving reports and making them available for their client to view. For their clients, they wanted each to be able to easily log into a secure account to view and downloaded relevant, branded reporting.
We delivered a clear, simple solution for organising and delivering multiple, complex reports without having to manually configure client details or manually add reporting data. The result is a personalised, slick, client-focused end-product.
Integration with Chartist enables Service Monitor to create highly configurable, responsive charts, which display the varying types of information from consumer responses in an easy to read format.
Data management has been streamlined; whether it’s client organisational structures, client branding or large amounts of consumer response data, it can be added to the system in one easy step and using checksum comparisons, any data which is added or changed is automatically detected and updated. This saves time and ensures that users will always have access to up-to-date information with minimal manual effort.
For Service Monitor’s clients, as soon as their details are added to the system, they receive an automated email with their login details. Once they have logged in, they can immediately see all the projects and reports available to them and either view them in browser or export them as dual-branded files.