About RedQuantaFocuses on customer experience based research & analysisDedicated to ensure that our partners get significant return on investment (ROI) from thisactivityApart from Mystery Shopping, RedQuanta offers different services as given below:•Web Response Audits•Telephone Audits•Competition Audits• Customer experience designIndustry Verticals Served Health & Beauty Financial Services Entertainment Luxury Retail Telecommunication EducationQuick Service Restaurants Automobiles Travel Food & Grocery Speciality Retail Books, Music & Gifts Clothes & Fashion Optical Retail Accessories Jewellery
Pan - India Shopper Coverage(150+ cities)East and West North North SouthCentralAsansol Ahmedabad Agra Jalandhar BangaloreBhubaneswar Aurangabad Allahabad Jammu ChennaiDibrugarh Goa Ambala Jodhpur CochinGuwahati Mumbai Amritsar Kanpur CoimbatoreKolkata Nagpur Bhatinda Kota GulbargaShillong Nashik Chandigarh Lucknow HubliBhopal Pune Delhi Ludhiana HyderabadDhanbad Rajkot Faridabad Meerut MaduraiIndore Sholapur Gurgaon Noida MaduraiJabalpur Surat Gwalior Panipat MysoreJamshedpur Vadodara Hissar Patna PondicherryRanchi Gandhinagar Jaipur Sonepat TirupurKhajuraho Amravati Varanasi Srinagar TrivandrumUjjain Bhavnagar Aligarh Shimla VijayawadaSanchi Karamsad Gorakhpur Raipur Vishakapatnam
Complete online reporting through SassieWe use SASSIE (www.sassieshop.com) – the most powerful & flexible software in themystery shopping industry worldwide, for client reportingAdvantages of Sassie• Objective & Real time reporting• Highly customizable Dashboards• Drill down into individual locations• KPI tracking• Quick export into Excel and PDF formats• Trending reports across parameters• Rights Management System• Easy MIS integration• Per shopper / shop reports• Consolidated shop data
Best Client Reporting We can Customiz e the reports as Our client would like to view.
Flexible audits framework• Client will not be charged for any modifications to the questionnaire Example Scenarios: A. Client wants to add questions to check the effectiveness of on going promotions B. Client wants to check the effectiveness of training on product knowledge & customer service•Client can increase the audit frequency at short notice. Example Scenarios: A. Client wants to conduct more audits for treatments which are not meeting revenue potentials B. Client wants to conduct more audits for new therapies
Timelines Audit Timelines • Audits are usually conducted on a monthly/fortnightly/weekly depending upon the requirement. • Though we do audits for client’s on a fortnightly cycle as well • For Client, we suggest a Fortnightly cycle, where audits will be done in the first 9 days, 2 days as buffer and 4 days for analysis Reporting Timelines • Real-time report and provide our clients reports within 3 to 4 working days from the date an audit has taken place at a particular outlet • This helps our client to take the required actions with immediate effect and thus improve the quality of delivery as early as possible • Client gets multiple login ids as per the requirement, which will help to view the report online anywhere anytime
Exceptional quality controlAny discrepancy in audit reports can hurt the employee morale and lead to defensiveattitude towards the feedbackWe ensure that this situation never arises for Client by our exceptional qualitycontrol: 1. Real time reporting for immediate action: Shopper’s are required to submit report within 72 hours of the audit 3. Every report is reviewed twice by our expert team to avoid any discrepancy before sending it to the client 5. Proof of visit is to ensure authentic feedback with relevant customer, time, service taken details 6. We also expect our auditors to get us at least 2-3 pictures of the store’s exterior, interior, staff uniform, restroom (if applicable) etc 8. Detailed shopper briefing on scenarios and guideline
24*7 Client Support• Client will be provided with a dedicated Account Manager to understand and implement all your needs in the activity• Our client service practices include replying to client’s queries within 12 hours, completing client work on a timely basis, taking joint responsibility for transferred work, and doing everything possible to ensure the client is served best
Understanding the Objective of the Program • We discuss various aspects of the program with our clients to understand the objective and a goal for the program and accordingly we design the program • Key pain points and concern areas of the client • Questionnaire design • No. of Audits required in a particular period • Analysis framework
Preparing the Questionnaire & Framework Framework of the Audit includes Preparation of Questionnaire & Frequency of the Audits. Preparing Questionnaire •Our Team prepares the questionnaire keeping in mind the clients’ requirements and industry standards •We also discus this questionnaire with the client to understand their SOPs Frequency of the Audits •Frequency of the Audits is discussed with the client as per his requirement. •Frequency of the Audits should ideally be 2 audits per month
Scoring:• Scoring responses make the evaluation easy and quantifiable.• Our score feature let you assign point values to questions and their associatedanswers.• On the responses collected, a score would be computed. It provides an efficientindex for you to appraise employee performance, capability, character or customersatisfaction
Shopper Selection and ManagementShopper acquisition is donethrough social media,references, BTL activities etc We have shoppers across various gender, age, income, lifestyle segmentsShoppers are handpicked asper the required TargetGroup of the client Shopper training: Online training modules and extensive training on phone for specific assignments. Shoppers rating system in place to ensure quality of reports
Shopper ProfileWe select shoppers who will meet the TG of Client (as per the requirement)Shopper Rotation• We’ve a large base of shopper’s across different profiles• We’ve a policy of not repeating shoppers for a minimum of 90 days or as per Clients’ requirement.• In case required, we can also send the same shopper to an outlet to gauge the experience of a repeat customer• Rating is given to every shopper on basis of quality & timelines of report• Only shoppers with an rating of 7 and above (on a scale from 1-10) are selected for an assignment
Actionable Insights for Management• Client will be provided with analysis and detailed insights in the form of a case study and /or a presentation all outlets• We understand that Client needs to know the importance of these scores and ratings to help you increase the customers and ROI• We provide analysis and our recommendations to make this exercise more effective• The presentation will be given to Client within 7 working days from the completion of the audits every month
Focus on Client’s Return On InvestmentWe strongly believe that mystery audits can directly impact the revenue• Maximizing Client’s return on investment (ROI) through increasing sales and improving brand equity is the goal of mystery audits• The programs are designed to understand, prevent and overcome errors and ultimately enhance your employees’ service and quality provided to the customersSample ROI tracking matrix ROI Parameters Base Final Growth Normalized growth which can be Data Data attributed to mystery audits Revenue Walk-in/Conversion ratio Average Ticket Size Customer loyalty and retention
Contact Information Nikhil Talreja Aishwarya Menon +91 – 9833132632 +91- firstname.lastname@example.org email@example.com Corporate Office: 211, Reliable Business Centre, Oshiwara, Andheri (W), Mumbai- 400102.