Services

Interested in seeing your Business as your customer sees it?

FieldNet provides Businesses with Customer Satisfaction results through mystery shopping.

Did you know?

1. It costs six times as much to gain a new customer as it does to keep an old one.
2. On average, one dissatisfied customer will tell twelve others who on average will tell five others. That's 60 pieces of negative advertising.
3. Often an organisation's lowest paid people are those who actually meet the public - they are the Company in the eyes of the Customer.
4. 96% of Customers don't complain when they have a problem- they just don't come back.
5. Because less than 4% of unhappy Customers complain, management is often lulled into thinking all is well.
6. Half the Customers who tell Companies they are 'fairly satisfied' won't be repeat buyers.
7. The average Australian Company will turnover 10% - 30% of its existing customers this year - most because of poor service. Most of these customers could have been retained.
8. 68% of customers who stop purchasing from a business do so because of company indifference.
9. Businesses providing quality service charge up to 9% more for their products or services.
10. Organisations providing quality service grew twice as fast and picked up market share three times quicker than their competitors.
11. Increases of just a few percentage points in customer retention have resulted in significant increases in profits.
12. Without customers there is no business.

In today's environment, your Business needs to have the edge over your competitors. One way of doing this is to evaluate the services your own customers are receiving. Information or data collected from mystery shoppers can be used to improve your Business by improving customer service, assessing your competitors' service, rewarding employees and often is the basis for staff training programs. Your employees are made aware that they are being mystery shopped and why- they just don't know by whom!

That's where we come in.

• Established in 1998 by professionals with formal qualifications in both research and marketing, FieldNet has 'hands on' experience delivering low cost, high volume primary data.
• With full IQCA accreditation, FieldNet recruits, trains and supervises a national field research team. Candidates for mystery shopping are qualified, trained and supervised by FieldNet prior to being assigned a project.
• FieldNet's techniques differ from other mystery shopping companies by providing direct and accurate feedback in a complete and disciplined format, on all of the key elements of the customer/supplier interface.

FieldNet's mystery shopping programs include:

• Trained and experienced market researchers employed as field operator
• Each program is specifically designed
• Unbiased questionnaires are developed
• All researchers are paid by FieldNet
• All results are computer analysed and reported
• If conclusions and recommendations are required these are included in the reports
• Benchmarks are established
• Can be repeated regularly without detection
• Covers all elements of the customer/product/service provider interface from inquiry through to purchase and consumption
• Extra outlets can be included at short notice
• Quick turn around from mystery shopping to reporting

FieldNet's unique approach provides interpretation, processing, conclusions and recommendations - all statistically valid information that enables you to see your Business as your customers see it.

FieldNet Mystery Shopping Programs can:

• Be extended into training
• Incorporate incentives
• Incorporate reward packages

FieldNet Mystery Shopping Programs can provide valuable input for:

• Customer satisfaction levels
• Employee performance
• Comparison pricing
• Competitor performance and activity
• Staffing and training needs
• Incentive schemes/reward packages
• Efficiency of telephone equipment
• Performance of Call Centres
• Accessibility of key people
• Efficiency of delivery
• Setting industry benchmarks

FieldNet's Mystery Shopping Programs are used by:

• Finance Houses
• Insurance companies
• Fast food outlets
• New and used car dealers
• Department stores
• Specialty/Retail stores
• Home and commercial maintenance companies
• Supermarkets
• Transport organisations
• Industrial product providers
• Building and construction product and service providers
• Government agencies

Other Services include:

• Telephone Surveys
• Central Location and Street Intercept
• Door to Door Interviewing
• In-depth interviewing
• Recruitment and conducting of focus group discussions
• Specialised professionals are available to conduct observational and clinical research.

Resources

FieldNet has a field team with over 1,800 screened national registrations. It is common for 300 researchers to be active on current assignments at any one time.

FieldNet's network extends to the remote areas of such places as far north Queensland, Northern Territory, northwest Western Australia, far north South Australia, western New South Wales. All Australian regional and metropolitan areas are included.

FieldNet's team is experienced in all market segments including indigenous, multilingual, aged, under 16 years, disadvantaged and disabled.

With the growing practise to conduct customer service/satisfaction audits through 'mystery shopping', FieldNet operates with a national field force of auditors. Where an assignment calls for on-going repeat mystery shopping, 'new faces' are trained and employed on a regular basis. Naturally, all mystery shoppers are carefully screened prior to being assigned projects.

Performance

Any market research project can only be as accurate and valid as the basic primary data collected.

In the vast majority of cases Market Research Companies have to rely on subcontractors or agencies to undertake the collection of data. In many cases those subcontractors and agencies pass the fieldwork on to another company to complete. This practise has a significant impact on cost, timing, the accuracy of briefing and the validity of data. The vital element of control is often stretched to the point of breaching Market Research Standards. Field interviewing standards are now influenced by IQCA.

IQCA is now a prerequisite for research in many private sector organisations and for all Commonwealth Government and most State Government Departments.

For Further Information

FieldNet has three principal consultants, each with qualifications in market research, marketing, finance and advertising who operate with a support team of seven.

FieldNet will plan, prepare and implement a tailor-made market research program to suit your Business.

For further discussion or to request a proposal contact FieldNet at:

FieldNet
Level 1, 134 The Parade,
Norwood 5067
South Australia
Tel: (08) 8364 5550
Fax: (08) 8364 5551
E-mail: fieldnet@fieldnet.com.au

FieldNet offers value for money, effective, hassle free primary data collection throughout Australia