1. providing you with a survey panel which really matches your customer-base

With the help of our selected agents, we are able to observe and rate service through the eyes of real customers, in situations identical to those encountered everyday by patrons in your outlets. Our database consists of over 10.000 agents across Europe, coming from all socio-professional categories, ranging from the college freshman to young dynamic executives, from the director’s assistant to the established dentist… Our Mystery-Shoppers are not actors, RefletClient™ makes sure you will have access to realistic panels whose feedback will match the impressions and rating of your actual customers. .

2. alert you immediately of malfunctions within your network

NWe believe that it is important to inform you immediately and efficiently if any major incident should occur. With RefletClient™ you won’t need to go through a thick file at the end of the survey to find out

• That a shop opens late
• That the customer isn’t given a bill or sales receipt
• That your new promotional offer isn’t announced in your retail outlets.

Our commitment : Our services will inform you of any important incident in real time, bypassing the usual reporting network. With the help of RefletClient™, you will know immediately what is going on in your retail network.

3. Protecting your data and safe online service

At RefletClient™, we always favour simplicity and efficiency. You can therefore monitor survey results online, using your personalised secure internet access, protected by a login and a password. This access can be made into an SSL in order to protect more sensitive data. In this case, you login using an https://, the standard currently in use by banks and online payment areas.

4. setting up your study in an independent and objective manner

Service testing is anonymous, following specific pre-established guidelines that we have agreed on together. In this way, RefletClient™ gives you objective unbiased information, collected independently of your structures and free from inner restraints. Our agents are real consumers, neither actors nor “chain-line” testers. Avoiding repetition of investigations plays an important role in certifying the veracity and objectivity of ratings. Indeed, someone rating 5 different retail outlets a day can no longer be called a real customer ! Independent, not affiliated with any consultant group, audit or training firm, RefletClient™ does not re-route Mystery-Shopper studies in order to sell you training programs or other audits. Of course, if need be, we can recommend other service providers, all of which are recognized professionals in their line of work, but not affiliated with RefletClient™.

5. going that extra-mile for you and your survey...

With the help of our testing-agents, which are all real consumers, we are able to pick up on ratings and customer’s impression gathered in your retail outlet. Our Mystery-Shoppers do not take part in industrial strength repetitive surveys, they are and remain true customers, a reliable reflection of your actual customer’s impressions. To go one step further, our surveys also let you know the opinions of your NON-customers, since our large panel highlights the differences between those that patronize your outlets and those that do not.

Wouldn’t you like to know what could be done in order to turn all these non-customers into your customers, pulling business away from your competition ?

• Why don’t they go to your outlets ?
• Do they actually go to your competitors’ outlets ?
• Why are they not regular, returning customers ?

6. compliance to ICC/ESOMAR rules

ESOMAR is the European Society for Opinion and Marketing Research, created in 1948, it now has over 4000 members in over 100 countries. All members have chosen to respect the same professional ethical standards as defined in the CCI/ ESOMAR Code of practice. These guidelines form the deontological standards for conducting Market Research. ESOMAR publishes the ICC/ESOMAR International Code of Marketing and Social Research Practice, which is adhered to by more than 100 national market associations. As ESOMAR members do, we follow these guidelines in our daily work. To read the Mystery-Shopper studies code of conduct that RefletClient™ complies to, click here (in French) or go to the esomar homepage (www.esomar.com).

7. A team of manageable proportions, for increased speed and reactivity

Do you have immediate, high-priority demands, such as having information on a product’s impact, checking out the layout and display in one of your stores, wanting to follow a sales promotion operation ? In a few hours, across the country, our field agents bring you this imperative information that you can consult online, in real-time, using your secure internet access ! This reactivity is relayed by our office teams, that all work for your best interest ! With RefletClient™, you will discover a highly reactive partner, which listens and cares about your needs and expectancies. We know that service makes the difference… .

8. accompany you through time, before, during and after your Mystery-Shopper study

To remain a practical working tool, our Mystery-Shopper scenarios can include some variable, more flexible elements, in order to follow your business’ evolution and events. Some examples :

• Checking respect of standards and procedures in May
• Measuring the results of a work-force training program over summer
• Surveying your customers (and non-customers) about your new advertising campaign in September
• Observing your customers’ behaviour during periods of "shopping frenzy", during winter sales ...

While staying within the established frame, your series of Mystery-Shopper studies will inform you not only on the evolution of quality but also offer present time, context related evaluations…all for the same costs ! Your network evolves, so do your requirements…RefletClient™ will stay by your side with the appropriate solutions.

9. Following SYNTEC guidelines

Syntec Etudes Marketing et Opinion is the trade Union representative of all market research professionals in France. It publishes a practical guide for quality control within market studies. This guide deals with qualitative surveys, ad hoc quantitative surveys, repetitive quantitative surveys and panels. The union also issues Recommendations on the control of data collection, which is one of the first concerns voiced by clients. As in Syntec member firms, RefletClient™ follows rigorous quality standards which oversee the entire process of survey realisation : from project design to the handing-out of the results, and of course data-collection fieldwork.

Isn’t it common these days to receive post-survey reports whose weight in paper could easily be used knock-out all of their authors ? 80 pages of fine prose, charts that don’t really mean anything to you, and fancy graphs all over the place… .

With RefletClient™ studies, you won’t have to waste time looking for the essential items : we try to offer the best synthesis there is, clear and efficient.
With RefletClient™, discover :

• Immediate alerts for major incidents occurring on the field
• Fast, online, real-time analysis, with recapitulative scoring
• Visit reports, following the logic of the visits (observation grid), entertaining and easy to understand by your field teams.
• Visit analysis, along the logic of the analytic framework, synthesized and very useful for local coaching.
• Audit barometers, key items at a glance for your management.
• Synthesized orientation-cards for your sales-force.