World-leading customer feedback company, HappyOrNot (www.happyornot.com), today announces an industry-first partnership that will allow clients of UK-based mystery shopping company, Customerwise (www.customerwise.co.uk), to integrate real-time feedback tools into their programmes in order to improve customer experience across a variety of sectors.
HappyOrNot Smiley feedback kiosks – which can be found in retail, healthcare, and airports around the world – will now be available to new, and existing, companies using Customerwise’s mystery shopping services in the UK, combining real-time customer data insights with personal feedback for the first time in the mystery shopping industry.
Esomar Global Market Research estimates the mystery shopping sector in Britain has a turnover of £6.6 billion, surpassing that of all other European countries. However, while mystery shopping provides valuable qualitative insights, there has been a growing demand for real-time, instantly actionable data to complement these findings. This partnership addresses that gap by combining the qualitative nature of mystery shopping with the quantitative approach of real-time feedback.
Data will be utilised by customers not only to gain a more granular understanding of the feedback provided by their mystery shopping programmes, but also to better understand the best times and locations to deploy their mystery shoppers. Founded in 2016, Customerwise already provides services to businesses across the UK and internationally, including some of the largest banks and car manufacturers in the world. By integrating HappyOrNot’s technology, Customerwise plan on expanding their offering and cementing their place within a growing market.
Tamsin Palmer, managing director at Customerwise, comments: “We have built our niche as a company by ensuring we utilise technology to our advantage. With this, we intend to use HappyOrNot’s terminals to help provide our customers with increasingly bespoke mystery shopping programmes, that cover all bases and offer new and intelligent insights. By using real-time data hand-in-hand with expertly-trained mystery shoppers, our clients can better understand how to meet the needs of their customers, combining two excellent methods of feedback collection.”
Chris Walker, partner sales manager (EMEA) at HappyOrNot comments: “Mystery shopping providers and customer feedback companies both work towards the same goal – improving customer experience. By integrating our Smiley Terminals with Customerwise’s services, we will be giving businesses the ability to laser focus their mystery shopping resources for optimum impact. As innovators in the customer feedback sector, HappyOrNot are proud to continue exploring new and dynamic ways to collect, and analyse, customer insights. With huge potential for companies across both B2C and B2B markets, this partnership represents the future of technological innovation for the mystery shopping industry.
