Hoed Online Visibility

Do you have visibility across your various ‘online enquiry and purchase’ platforms, such as Email, Web Forms, Contact Us, Web Chat, etc?

Hundreds of emails in everyone’s inboxes every day, online orders to transact, product information requests, and on it goes. Some forms of communication stand out for their professionalism and quick response. There are those that bring assurance and demonstrate responsiveness and a high degree of care. These build your customer loyalty. And then there are those emails and other forms of communication that cause customers to head for social media to complain and share (sometimes going viral).

Technology has given us a tremendous opportunity to up the level of customer service with ease. But alongside this is a growing expectation that customers will be kept in the loop, responded to quickly, and are provided with the information they need. And always, with a brand-appropriate communication response.

Do not wait for a social media storm to illuminate what’s really going on with your online communication. Use our kiwi-based team at HOED Research to provide detailed reporting on your online processes and communication. In many cases this is an area that remains ‘out of sight’ and therefore ‘out of mind’.

To find out more, please contact the Hoed team to discuss your business requirements.

There are a variety of other services offered by Hoed Research, see below for examples:

  • Location Assessments (FTF) – covert face-to-face surveys
  • Audit & Compliance Checks – overt or covert assessments
  • Notified Assessments – overt measure of training success
  • Consumer Insights – product sales evaluation
  • Customer roleplay – for training purposes
  • BTB Insights – instore offering / promotional monies well spent
  • Merchandising – instore displays and merchandising
  • Telephone Surveys – customer experience
  • Web / Email Surveys – ease of use / response
  • Online Purchase – ease of use through to payment & delivery
  • Click & Collect – online purchase and store collection
  • Exit Interviews – visiting customer feedback
  • Net Promoter Score (NPS) – brand health check
  • BTB – Customer Experience Surveys – online via dashboard
  • Price Integrity – own or competitor pricing
  • Video Surveys – use of hidden video camera with audio
  • Audio Surveys – use of hidden audio recorders
  • Customer / Consumer roleplay – assist with training modules
  • Competitor Comparison Surveys – measuring the competition
  • Reveal Surveys – reveals for promotional purposes
  • Employee Satisfaction – direct feedback
  • Health & Safety – measuring compliance
  • Post Induction Surveys – measuring on-boarding success
  • Franchise Compliance Surveys – meeting required standards
  • Parallel Importing Surveys – illegal / copy product sales
  • Liquor, Tobacco & Gambling Compliance – standards & age restrictions
  • Loss Prevention Surveys – shrinkage appraisal
  • Best Shop Surveys – single brand or group competition
  • Real-time Customer Feedback – using Vigil Immediate
  • Vigil Engage with OKRs

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