What is our ‘Why’?
We have been taught that it is of vital importance to know WHY, we do what we do.. (Simon Sinek and the Golden Circle) – Here at Praemialis, we are true believers and definitely know why we do what we do… We want to make people SMILE.
The concept of mystery shopping, feedback and all kinds of surveys is to gather information from customers and clients so that we, like every business can use that data to help them improve the customer service and products they offer and please their customers, what do we do when we are pleased… we SMILE.
That may sound a little twee to some people. Not to us: a smile can change someone’s day, put light into someone’s life, it is in no way a stretch to say that more smiles can change the world. That’s WHY, we do what we do… we want to make people smile and help people make other people smile!
Our Culture
We practise what we preach
It’s not good enough just to talk about making people smile, we need to ensure that we are doing it. It is our number one priority that our team here at Praemialis are happy in what they do, believe in what they do and that we help them not only be happy at work but ensure the work we ask them to do fits in with their REAL life. What’s the point us making them happy if we then don’t make their family happy by keeping them too long at work? We want the happiest employees ever. Not only do we want them to be happy to work here, we also want their families to love that they work here!
This is a direct translation to our clients; we want them to be happy with our products and their clients happy that they use our products. We don’t want to create just good culture; we want to create phenomenal cultures.
Our Mission
To provide our clients access to knowledge, tools and solutions and enable them to provide, measure and maintain ‘outstanding customer service’ to every one of their customers; Allowing our clients to be recognised as the leaders of customer service in their industry and community.
Our Vision
That every Australian may regale new stories of ‘Outstanding Customer Service’ they have encountered every week and be boastful of the service they receive from the local businesses they frequent; We wish to be one of the main ingredients in the recipe that helped make this hope for positive change become a reality.
The Importance of Customer Service
Customer service is one of the most important things to consider when building a business. Any business that interacts with customers in some way needs to ensure they have good customer service. Whether a business sells knee pads or runs whale watching tours, customer service is crucial to that business’s growth. Customers are far more likely to recommend your business to their friends if they are happy with the customer service they received. They’re also more likely to return and spend more of their money and time on your business.
Customer service is the most direct link between a business and its customers. When a business has good customer service, it builds customer loyalty, meaning your customers are more likely to patronise your business over your competitors. It also reinforces a business’s values and brand and helps build a good reputation in your industry. An effective way to ensure your business’s customer service is up to scratch is to utilise secret shopper software to get the complete picture of which areas you excel in, as well as what needs improving.
Measuring Customer Service
There are many different ways to measure customer service. Some are reliant on what your specific company sells, but many are universal indicators of how well your business is performing. One of the most commonly used measures of customer service is customer satisfaction, or CSAT. CSAT uses various questions that focus on specific areas of customer service, which the customer rates on a scale of 1 to 5. A percentage of satisfied customers is then gained, which is useful in determining which specific areas of customer service need work.
One of the best regarded methods for measuring customer service is Net Promoter Score, or NPS. NPS measures customer loyalty and satisfaction using a single question survey. Customers are asked how likely they are to recommend a businesses service to others, on a scale of one to 10. The percentage of people that are not likely to recommend the business is subtracted from the percentage of people that are highly likely to recommend the business, leaving the Net Promoter Score. The Praemialis Secret Shopper Software uses both NPS and CSAT to gather the best possible data for our clients.
Frequently Asked Questions
There are several secret shopper software companies available. Some of these are: Shopmetrics, Mystery Management, SASSIE Mystery Shopping Software, and Praemialis Mystery Shopping Software.
The concept of mystery shopping is to allow businesses to gather an unbiased report of exactly how their customers are being treated. Mystery shoppers are anonymous, meaning they get genuine service from staff.
The easiest way to measure good customer service is to use a mystery shopping company with good secret shopper software. Using a combination of different customer service measuring tools (such as NPS, CSAT, and CES) means businesses get a complete measure of their customer service, tailored to fit their specific needs.
Customer Satisfaction (CSAT) is one way to measure customer service. It uses a single question to indicate how satisfied customers are with a business’s customer service. Customers answer the question on a scale of 1 to 5 (1 being very unsatisfied and 5 being very satisfied). The score is then presented as a percentage, measuring the number of answers that were 4 or 5.
Customer Effort Score (CES) is one way to measure customer service. It uses a single question to indicate how easy it is for a customer to use a service, such as getting a question answered, resolving an issue, or getting a request fulfilled. Customers answer the question on a scale of 1 to 5 (1 being very unsatisfied and 5 being very satisfied). The score is then presented as a percentage, measuring the number of answers that were 4 or 5.