Agency specialized in Customer Experience measurement & management. This document summaries our research capabilities: how we work and what makes us different. Look beyond your current research.

1. Qualityo: the art of
looking beyond
HCMC, April 2015

2. Did you know …?
Sources: Lee Resources, Bain & Company, McKinsey
80%
of companies say
they deliver
"superior" customer
service
customers think
that these same
companies deliver
"superior" customer
service
ONLY
8%
of

3. Did you know …?
Typical business hears
from
only 4% of
dissatisfied customers
86% … of customers QUIT DOING
BUSINESS with a company
because of a bad customer
experience
Sources: Lee Resources, Bain & Company, McKinsey

4. Now it’s even more important…
 As dissatisfied customer will share his story 6 more times as a
satisfied customer (in real life)…
We all tell stories about we what we do and the brand we buy.
Listen what
happened to me !
Here’s where I am!
Here’s what I am
doing :)Look at this!
You would never
belive what just has
happened to me!

5. Know us better

6. Qualityo?
Who we are?
 Agency specialized in Customer Experience measurement &
management. Since beginning we specialize in measuring
customers, their opinions, employees satisfaction and service
quality. Everything to improve your performance. With an ambition
to share knowledge in the particular field - our goal is to bring
research and consultancy in this domain to the next level.
Why us?
 Because we specialize in improving your performance using
cutting edge solutions. We strongly believe that improving
customer experience can help you to positively change business
performance of our Clients. We are proud to support them
in achieving their goals.

7. What we do?
Mystery
Research
MYSTERY CALLING
SERVICE CHECK
WEB CHECK
PRICE CHECK
AUDIT / STORE CHECK
COMPLIANCE CHECK

8. Typical Business Issues covered…
 At what price is my product
actually being sold at transactional
stage?
 How does my transactional price
compare against competitors?
 What offers/ promotions are really
available and how does it affect
my sales?
 How does the retail environment
reflect my brand?
 How are my products displayed in
store?
 What in-store PoS materials are
my competitors using and to what
extent?
 How can I track the PoS exposure
of my brand?
 What is the service delivery of
Colleagues selling my brand?
 What messages are store
Colleagues giving to customers
about my brand?
 How can I adapt Colleagues
behaviour to increase sales/
revenue?
 How do I keep Colleagues
engaged?
 How do I track my call centre
performance operationally?
 Are my customers getting what
they need from my call centre
Colleagues?
 How can I change my Colleagues
behaviour to improve
performance?
 How do I track realisation of
regulatory issues on a large scale?
 Are my Colleagues conforming to
expected key performance
indicators (KPIs)?
 Is consistent service being
delivered through my website?
 What is the actual lead time on my
website enquiries?
AUDIT / STORE CHECK SERVICE CHECKPRICE CHECK
COMPLIANCE CHECK WEB CHECKMYSTERY CALL

9. Research capabilities
 As research methods shall be adjusted to specifics of analysed subject – in Qualityo
we cover different types of methodologies – in order to measure things in the
best possible way:
What In detail
CAPI (Computer Assisted
Personal Interviewing)
Data obtained from the interview is filled in on a tablet device. Data
is directly entered into a system instead of first using paper forms.
CASI (Computer Assisted Self
Interviewing)
The CASI approach involves respondents so that you can fill in the
survey occurring behind the data collecting device themselves.
CAWI (Computer Assisted
Web Interviewing)
Online research in which data is obtained electronically using on-line
surveys. These questionnaires contain references so the right
questions are asked to every respondent.
CATI: Computer Assisted
Telephone Interviewing
Questions are usually presented on a computer screen, after that
they request the respondents them. To ensure the right questions
are asked to every respondent, the specialised computer software
uses "dumpsters": Certain responses may lead to the following
question being distinct. This additionally prevents the respondent
from being forced to answer questions that are irrelevant.

10. Some of our services
FEEDBACK KIOSKS
C@MSI
INSTANT FEEDBACK

11. Presentation of
results
After quality check,
results are directly
available in data
browser.
Preparation
Audit
Set-up
Mystery Shopping
audits
Preparation of
evaluation sheet and
scenarios of the visit.
Data processing
Evaluation
Script programming
and fieldwork
preparation
Filling the evaluation
sheet and uploading
recording on mobile
directly after the visit.
Results are uploaded
to Qualityo servers.
Mystery Shopping: research process

12. In Mystery Shopping delivery - high quality is
important to us throughout the whole process.
Recruitment
 Candidates have to
elaborate their
motivation
plausibility upon
registration (most fail
at this step).
 Mystery shoppers
have to fill out a
complex profile
 All data provided is
cross checked and
updated frequently
 Mystery shoppers
are evaluated after
every project.
Training
 Mystery Shoppers
receive a detailed
briefing for every
project
 Additionally
shoppers are trained
personally or via
phone
Design
 Questionnaires are
pretested.
 All projects are
designed and
conducted with a
substantial focus on
reliability & validity.
Delivery
 Results are checked
for plausibility by
project leaders
 Data is delivered in
expected format
 Results can be
delivered in a
detailed chart report
with in-depth
analysis & with
online reporting.

13. How we deliver?
Qualityo interactive
web reporting
In-depth
Power Point report

14. We deliver your results in a detailed Power
Point report.
 You will receive meaningful charts with analysis instead of pure data that is
hard to be interpreted. Necessary measurements and actions can be
derived easily.
 We are using both quantitative data and qualitative commentaries to bring
results to live. You will receive in-depth and insightful understanding of
received results.
 You can smoothly work with the results and easily integrate them with your
management presentations.

15. Qualityo web reporting
 As an addition to regular reporting, we offer Qualityo interactive data
browser – allows to:
 receive results – even within 72 hours since audit completion,
 broad comparisons – regions, branches, ranks etc.
 access to multimedia files (leaflets, recordings, photos etc.),
 direct reporting – branches may directly see their data and implement
recommendations
 feedback automation – all issues are resolved automatically with usage of
online communication

16. Depending on the complexity and amount of tests
we can conduct 1st wave of mystery shopping
project within ~four weeks
Set-up
Fieldwork
Analysis
week 1 week 2 week 3 week 4 week 5
Depending on
complexity
Your actions
based upon
findings and
insights

17. Benefits of working with us…
 We have professional know-how.
 We can set-up a field in short notice
 Data delivery can be in all known formats or as an
individual chart report.
 Interactive web reporting
 High focus on quality of data collection

18. Slawek Wilski
Managing Partner
mob. +84 124 285 1119
slawek@qualityo.com|
Contact details
Qualityo
101 Cù Lao, P.2, Q. Phu Nhuan.
HCMC, Viet Nam
Phone: +84 124 8200 124
e-mail: contact@qualityo.com
w. qualityo.com
Greg Laski
Co-founder / Managing Partner
mob. +84 1 238 236 237
greg@qualityo.com|