Field Agents provide an unbiased third-party view of customers’ experience while interacting with products, services and employees. These can be done in client or competitor locations to assess service.
CMS Compliance Audits
TrendSource designs custom Medicare/Medicaid Secret Shopper Compliance Programs to help mitigate the extreme risks of non-compliance and evaluate overall customer service to internal standards. Secret Shops are customized for formal/informal events, one-on-one appointments and call programs (supporting all CMS focus languages for translation services).
Customer Satisfaction Surveys
Customers (or guests) voice their opinions about products, services and/or employee interactions via online link, mobile app and/or integrated voice response (IVR).
Customer Intercepts/Exit Interviews
Tablet-equipped Field Agents are positioned in or outside of locations to engage customers to understand customer expectations, awareness and provide feedback on their experiences regarding your products and services.
Regularly used by manufacturers and retailers to determine if visuals or end caps are being properly displayed in-store.
A qualitative research methodology used to understand the behavior and attitudes that influence the consumer’s purchase decision at the time of purchase.