pacfic research group
TRANSCRIPT
For the last 16 years Pacific Research Group has built a world wide organization that specializes in providing companies with customized quality indexing programs that utilize the latest technology. In order to capture the most accurate data possible and display it in the most useful manner, PRG develops customize web and stand alone software applications designed to capture customer satisfaction and service performance data.
Our company mission and vision requires us to offer these high quality programs at competitive prices. To achieve this, PRG has capitalized on economic factors across the globe. To most effectively meet the needs of our clients PRG operates a world-class IVR survey center and data evaluation center with over 350 lines in our DFW data center. When client’s needs require customized web and software applications, PRG can easily respond with an office of over 10 high-end data base administrator and software developers.
Pacfic Research Group
Pacfic Research Group 1901 Newport Blvd. Suite 250 Costa Mesa, California 92627 1 - 800 755-8055
In addition to our internal infrastructure, the success of our mystery shop and site inspection programs depend on several key components:• People• Training• Scheduling• Software Based Program Management• Editing• Project Management• Reporting• And Maximizing The Value of Your Program through reward and recognition programs.
Shopper TrainingRegardless of where potential shoppers come from, If they wish to become part of the PRG team they will be thoroughly screened during the application process. Each applicant is required to submit a test shop of his or her work. Often times they are required to provide references and in some circumstances we even perform background checks.
Today, PRG works with over 100,000 shoppers. That may seem like a low number but you have to remember that all PRG associates are digitally certified. That means that each person registered with us has at a minimum a digital camera, they can successfully use their camera with our software application, and they have the ability to discreetly take photos.
When the right people for the job are identified, the next step is to properly train them. PRG has an entire arsenal of training options. Depending on the clients needs, we will use a combination of the following: • Video Files• Audio Files• Digital Photos• Conference Calls• On Line Web Training Sessions• Text Tutorials• And An On Going Training Process Through Or Editing And Grading Program
PRG Digital Shop Overview
80 to 90% of all mystery shop and site inspections are automatically managed through the PRG website. Depending on the clients needs, our shoppers and inspectors are forced to participate and successfully pass all required training before they can select an assignment.
Rotation requirements and Assignment Limits are all managed through the website. Should a client have a requirement that the same shopper cannot conduct a mystery shop at the same location for a period of 3 cycles, then the Account parameters are established and then the PRG web site will not allow a shopper to see an available assignment that they are not eligible for.
Our internal Schedulers are responsible for maintaining our completion goals and managing special client requests. All PRG schedulers work through the PRG website which has automated 80% to 90% of the scheduling responsibilities. The robust on-line scheduling module integrated with our web-training module has reduced the workload of our scheduler so significantly that we have been able to pass on a substantial savings to our clients.
PRG mystery shoppers approach each client sites with more than just a list of questions to answer. Detailed text tutorials along with picture examples ensure that each of our clients’ standards are easily understood and followed. Consistency across large geographic areas and thousands of shoppers can be a challenge for other companies, but not for PRG. We make the most of our laptop and web based mystery shop programs by uploading them with well thought out clearly defined question sets. Extensive use of photos and text, help the shoppers determine how to respond when situations are questionable. If a shopper observes a situation that may be in the “gray” area, they simply reference the laptop or website photo descriptions to help them make the correct evaluation. The PRG laptop and web based data entry programs maintain a consistent focus on the client’s program goals.
Scheduling
Capturing Data
Depending on the scope of the project and the clients’ needs, PRG can utilize our laptop based data collection program and or our web based data collection program. Both systems are very powerful tools for collecting data and media files from field evaluations.
But one distinct advantage the lap top program has over the web application is it ability to be taken directly into the field. If the lap top program is used to capture data during a mystery shop, typically our shoppers will conduct their evaluation and then enter their data in their car near the location they just visited. This way the information is fresh as possible and error checking is performed near the site. Should an item be overlooked, the lap top error checking will alert the shopper that additional information is require and the shopper can return to the site to capture the information.
The PRG laptop and web based application has a programmed self-check system that will not allow the inspector to complete the inspection until all the questions are answered and the mandatory comments are entered. These details result in reporting tools, which help identify opportunities for improvement.
On last advantage of the Lap top based mystery shop program is its ability to receive and calculate time durations between inputs. If a client wishes to evaluate the total time of a full service fueling transaction, the mystery shopper can simply click on a button when the transaction commences. And then when the transaction has completed, the shopper clicks on a second button which captures the end time a precisely calculates the transaction time. When it comes to mystery shopping the old adage is true, a picture IS worth a thousand words.
Capturing Data
PRG offers a variety of reporting options to our clients:· Internet Based Web Reporting· Consolidated/customized Rollup Reports Our client rollup reports are generated from a SQL OLAP server that provides almost real time updates. PRG can even provide our clients with cube files to be accessed though the pivot table function on Excel. This allows a client unlimited reporting capabilities and options. Her are just a few example of the many reports PRG has create for our clients. We encourage all of our clients to take advantage of the robust Internet Based Web reporting tools offered by PRG. This process includes email alerts that notify each contact of a completed Mystery Shop/Location Inspection. These email alerts contain a link that guides the recipient to your personalized Web site, allowing them to view and print the reports and digital photos.
Our Project Management team will be responsible for managing any and all questions, disputes, and client contact. All of our Project Managers have been in our employ for no less than 5 years and are extremely thorough and available 7 days per week. All our Project Managers have had extensive digital mystery shopping, scheduling and customer service experience prior to being promoted to Project Manager. Their unique background has prepared them to understand the challenges of the client, the mystery shopper, and our company. Our extensive training program has equipped them with a customer service approach and attention to detail, that is unparalleled.
PRG Project Managers· Responsible For Interacting With Client· Have Been Employed Buy PRG For More Than 5 Years· Extensive Digital Shopping Backgrounds· Board Customer Service Back Grounds
Capturing Data
Project Management
We have a team of editors that take the training one step further. As soon as the data is received, our editors review all mystery shops submitted for consistency, accuracy, quality of comments, quality of photos and consistency of photo with previous photos of the same location. The editor scores the shop and provides suggestions for improvements. Once the edit is complete, our system automatically emails the shopper their score and any comments or suggestions offered by the editor. Lastly, shoppers are analyzed though complex data mining strategies. Weekly an account manager reviews the results generated from the data mining. Our system returns situations where the standard deviation for several different queries is not within an acceptable value. From there the account manager will investigate the situation more closely to determine the reason(s) for the high deviation and whether or not any type of action needs to be taken.
PRG offers a variety of reporting options to our clients:· Internet Based Web Reporting· Consolidated/customized Rollup Reports – Our client rollup reports are generated from a SQL OLAP server that provides almost real time updates. PRG can even provide our clients with cube files to be accessed though the pivot table function on Excel. This allows a client unlimited reporting capabilities and options. We encourage all of our clients to take advantage of the robust Internet Based Web reporting tools offered by PRG. This process includes email alerts that notify each contact of a completed Mystery Shop/Location Inspection. These email alerts contain a link that guides the recipient to your personalized Web site, allowing them to view and print the reports and digital photos.
Editing
Reporting
1901 Newport Blvd. Suite 250Costa Mesa, California 92627
1 - 800 755-8055
www.pacificresearchgroup.com
Pacfic Research Group