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THE PENSHEE REPORT

Gain Unique Insights Into

Your Business.

70% of companies’ number one strategy is to improve their customer experience, but so few effectively measure it. The good news is, measuring customer experience is what we do, like no other company. 

 

Our Report

We provide a bespoke and detailed report, access to our Client Portal, industry benchmarking and valuable insights from our specialist agents.

 

Our agents obsess about customer service, with backgrounds, competencies and experience that qualify them as experts. 

They are trained in ensuring that they understand, and blend into, your work

environment and do not draw attention as a potential mystery shopper.

 

The outcome is a report that gives a true and detailed reflection of the visit, and ultimately a measure of how your clients feel.

Our Pillars

All of our visits are assessed around our three pillars:

1. WHAT - the foundation of the service experience. We observe timing and efficiency, product, cleanliness and following standard procedures.

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2. WHO - we focus on the individual.

We reflect on their appearance and grooming, their posture and energy levels and their levels of warmth, sincerity and humility. 

3. HOW - are the team focused on the indvidual? Do guests feel important, or just another visitor. Competencies such as active listening, empathy, eye contact, intuition and adaptability are vital in creating a human connection.

Our Portal

Following the mystery audit, our clients can log-in to a dedicated portal. 

Here they will find:

  • A detailed report on the last, and all previous, visits.

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  • Graphical data highlighting how the scoring has changed over a customisable/fixed periods.

And in development 2021:

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  • Benchmarking against competitors in and outside of their industry.

  • Report analytics - behavioural pattern analysis, highlights and opportunity analysis.

 

Unique insights into your business.

You want to know how your service is making your clients feel.

 

We can tell you this.

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Contact

PENSHEE Ltd

85 Great Portland Street

London

W1W 7LT

+44 207 0416 461

atyourservice@penshee.com

© 2020 by Penshee Ltd. Company No 10361800.