InTouch - Customer Experience Management

Keep in touch with your customers everyday

"Get invaluable insights from hundreds and even thousands of real customers just moments after their shopping experience and their interaction with your organization's services".

  • Customers have the opportunity to express their views on their shopping experience wherever they are, at their convenience.
  • Customers go online and complete a questionnaire - customized for each retailer - about their latest shopping experience.
  • Findings are reported to the business at store level in real time via the online InTouch dashboard.
  • Based on a comprehensive voluntarily opted-in database of real customers, it provides up-to-date and accurate contact information (telephone, email) used for both future direct marketing campaigns but most importantly for immediately communicating with dissatisfied customers through the built-in customer complaint management system.
  • Each InTouch program is individually designed to gain maximum participation by the customers and ensure valuable quantitative and qualitative feedback.

To get a first-hand experience of our fully customizable InTouch Customer Experience Management questionnaire interface, click here and evaluate your grocery store! Use store code: dAf

To get a feeling of our customer feedback dashboards, please click here to download the pdf with some dashboard screen shots.

Benefits of InTouch against customer satisfaction surveys

InTouch program

  • Potentially every customer has a voice.
  • Large base of respondents allows for thorough analysis across departments/stores and time
  • Responses are related to last visit’s perceptions
  • Real time store level results allow retail store managers to take immediate action
  • Allows the retailer to contact the respondent to alleviate dissatisfaction
  • Long term program at store level allows for constant store personnel performance rating
  • Allows the retailer to build a qualitative customer database for direct marketing
  • Allows the retailer to send custom promotions

Customer satisfaction surveys

  • A restricted sample is used.
  • it is not easy to come up with accurate conclusions across departments and stores
  • Blunted general perceptions across time result in doubtful quality of customer comments
  • Results are given weeks after research is contacted
  • Anonymous responses don’t allow retailer callback
  • Research is conducted within a finite period of time
  • Customer contact details are not captured
  • Research cannot be easily combined with a promotional activity

Benefits of InTouch against mystery shopping

InTouch program

  • Respondents are real customers
  • Real customers' feedback is naturally taken more seriously by store managers and staff
  • CEM results are based on a very extensive number of respondents
  • Real time results at store and often customer level allow for immediate action

Mystery shopping

  • Respondents are fake customers
  • Mystery shoppers’ capabilities are easily questioned
  • Limited number of mystery shopping visits are utilized
  • Research results are anonymous and are delivered weeks if not months after mystery shopping visits

InTouch- Product Experience Management

Keep in touch with your brand’s customers everyday

"Get connected with and get a continuous flow of views and opinions from hundreds and even thousands of your real customers about their recent experience with your products. Use this tool also to increase your sales by providing the mechanism to incentivize customers to buy your products"

  • Customers use the secret code found on each package to log on to the Intouch Product Experience platform
  • Customers complete a short online questionnaire about the product they purchased
  • Results are delivered to the manufacturer at regional level in real time through the Intouch Product Experience Management platform
  • Manufacturers can now easily run national and retailer specific in-store competitions for their real customers
  • Manufacturers and suppliers can now start building their own end customers' database with validated opted in email addresses and phone numbers

To get a first-hand experience on our fully customizable InTouch Product Experience Management questionnaire interface, click here and evaluate an FMCG product you recently purchased! Use product code: roF

To get a feeling of our dashboard interface providing the results in real time, please click here to download the pdf with some dashboard screen shots.

Benefits of Intouch Product Experience Management for FMCG manufacturers/distributors

  • Now manufacturers can organize competitions in the trade in an easy, quick, effective and measurable way
  • Now manufacturers have a direct, simple but yet efficient way to establish communication with their end customers without relying on the retailer
  • Responses are related to last purchase perceptions rather than blunted general perceptions across time
  • Potentially every customer has a voice, and is just a restricted sample
  • Large base of respondents allows for thorough analysis across products/brands and time
  • Responses are given wherever the customers are and at their own convenience, avoiding awkward interviewing
  • Specially designed dashboard reports, being updated in real time, provide key information to managers according to their role in the company allowing them to take action to improve product sales performance
  • Real time alerts allow the manufacturer to alleviate customer dissatisfaction before it damages the image of the brand
  • InTouch PEM gives the ability to the manufacturer to build a customer database
  • InTouch PEM’s cost per respondent is much less than telephone interviews

Consumer Research Solutions

"Catch growth opportunities using our Consumer Research Solutions based on a true understanding of local cultures and market trends, and tailor-made to meet your needs"

Deeply rooted Retail Zoom local teams ensure seamless fieldwork execution and genuine knowledge of consumers' habits, attitudes and opinions.

Consumer Research consulting teams identify market gaps, unmatched consumers' requirements and emerging trends and analyze consumers' feedback to provide insightful findings and actionable recommendations.

Solutions include:

  • Shopper Studies
  • U&A (Usage/Habits & Attitudes)
  • Customer Satisfaction Surveys
  • New Product/Concept/Package Test
  • Advertising Evaluation / Ad copy / Ad tracking Research
  • Mystery Shopping
  • Brand Equity Studies
  • Tracking Studies
  • Qualitative Research