Philosophy

SKOPOS NEXT specializes in touch-point evaluations, i.e. the measurement of the contact quality between companies and customers and their improvement. This includes not only personal contacts between employees and customers, but also hard facts (e.g. POS design) and systems (e.g. Website).

In our approach, we closely involve your stakeholders in the development of solutions, so you and your company benefit from the combination of all available sources of knowledge that can help to increase your company's success. In our experience, the questions arising from daily business offer many approaches to increase efficiency. We can help for example to improve the customer experience at point of sale (CEM) through analysis, process improvement as well as training and workshops with your staff. The evaluation is based on process and behavioral standards and training content. Mystery Shopping methods are used predominately such as test advisory service, test calls or email inquiries.

POS research and mystery projects require special expertise - less so in statistical methods but in knowledge of sales processes, structural organization, workflow management and personnel development. Thus, possible implementation of results can already be considered and put up for a first discussion during the set- up of the project. In addition, the project team considers the obtained results from different angles during the project. Your client director keeps you informed about the progress, advises you on the development and implementation of measures and will be your continuous contact person. At SKOPOS NEXT the transition from measurement to the consultation is seamlessly and without loss.

We cannot do everything, but have suitable partners available for many additional tasks – who are experts in their field. This way we ensure the loss-free integration or handover. You can find more information about the SKOPOS network here.