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ExperienceCheck™  Identifies Shoppers' In-Store Pain Points, Guiding Restaurants and Retailers to Customer Satisfaction

Posted by MFour on Apr 17, 2019, 9:42:45 AM

MFour Mobile Research announces ExperienceCheck™, a new market research product built expressly to help retail and restaurant brands quickly identify and eliminate shoppers’ in-store pain points, clearing the way to greater customer satisfaction and growing revenue and market share.

ExperienceCheck™ captures the in-store shopping experiences of actual consumers to give brand executives and marketers a fast read on what needs to be improved or optimized, from product placement to staff performance, store ambiance and checkout experience.  

Using GPS-enabled, location-triggered surveys, ExperienceCheck™ obtains feedback from opted-in, first-party consumers, just after they have exited a store or restaurant. The combination of observed natural location journeys and event-triggered surveys takes researchers to the Point-Of-Emotion® – the brief window in which validated shoppers’ responses are vivid, immediate, and least vulnerable to recall bias.

“ExperienceCheck™ gives customer experience teams and brand marketers the data they need to understand complex in-store realities quickly, and make persuasive, effective recommendations for fixing problems and maximizing advantages,” said Chris St. Hilaire, MFour’s CEO and co-founder.

With ExperienceCheck™, retail and restaurant clients gain insights into the entire customer experience:

  • Determine whether interactions with store or restaurant staff are meeting expectations for service, information, courtesy and a human touch. 
  • Gain an understanding of how product placement is impacting sales and whether problems are surfacing that cause customers to feel frustrated.
  • Learn whether the checkout experience is smooth and giving customers a final touchpoint that leaves them with a positive impression of their visit.

ExperienceCheck™ surveys are powered by the large, demographically representative, first-party consumer panel that uses MFour’s advanced mobile research app, Surveys On The Go®. Retail and restaurant researchers quickly achieve key demographic quotas to represent a diverse public, including Millennials, Gen Z, Hispanics and African-Americans.

ExperienceCheck™ is available in Full-Service and Self-Service options. Both include readymade, templated questionnaires designed for either General Retail or Restaurant research. All users get fast insights into the reasons behind consumers’ validated visits, their shopping experiences and purchasing motivations, and whether they intend to visit again.


 

Topics: retail research, location-triggered surveys, ExperienceCheck, restaurant research

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