WHAT WE DO
we Inspect What You Expect
UNDERSTAND HOW HUMANS INTERACT WITH YOUR BRAND
Human experience is critical to business. Companies spend millions on sales, marketing and training to bring their brand to life, often without insight into how effective any of it is. Service Evaluation Concepts is the solution. Our multi-national services help businesses to measure, analyze and refocus what they expect from their designed brand experiences.
BUSINESS INTELLIGENCE EXPERTS
Our Services
Service Evaluation Concepts (SEC) does research based on the premise that the most vital asset of any business is people. Our team are experts at gathering business intel related to the designed human experience. With powerful tools and resources, our custom-built solutions let our partners inspect, measure and analyze the intended human experience of their brands. Businesses can then judge whether this experience is in line with their expectations across multiple channels, policies and locations.
Our services help companies to elevate the brand experience they create and share with their customers and employees. Backed by over 35 years’ expertise from working with both well-established and emerging brands, our research provides workable findings for brands that want to reinvent or refocus the human side of their businesses.
READ THE STORY INSIDE YOUR DATA
Data-backed, actionable insights
Our rich data insights give brands a clear view into the human patterns that affect their businesses' performance. The insights we produce reveal to a business their brand experience, as it is currently being delivered. Our brand agents deliver the information they collect into a central, easy to use database for the client to access. From these insights, the client can then decide if their brand experience is how they would like it to be, and if not, reveals ways that they can change it. These will include things that can be improved to increase satisfaction, build loyalty and drive conversions.
An Enterprise Feedback Management System (EFMS) powers our partners programs. Our experts specialise in data analytics and reporting. They also focus on delivering programmes and insights that are entirely tailor-made to the unique challenges of our partners’ businesses.
OUR PROCESS
Our Approach
Global, Exceptional Agents
Multinational deployment.
With over 600,000 Agents around the world, we can deploy across a variety of industries. We arm every Agent before deployment with an in-depth knowledge of our clients’ intended experience.
Tailor-Made
Programs
We measure what matters to you.
We build solutions that are specific to our partners’ designed customer experience and pain points. To do this, we pair more than 35 years’ experience in the field with knowledge of a partner's KPIs and financial metrics.
Real-Time
Insights that Matter
Custom analysis.
We provide partners with the insights they need to improve their key performance indicators that are tied to human interaction. We measure what matters most in a tailored and easily useable way.
USE CASES
Deploying Our Brand Agents
There’s no template for how we deploy our Agents. Our tailor-made solutions are designed to be flexible. We analyze, quantify and report on highly-specific, unique interactions in highly-specific, unique brands.
Measure Customer Experience
See your business through your customers' eyes. Our data insights compare your designed customer experience with what's happening on the ground.
Mystery Shopping
Professional Mystery Shopping is a research method used by companies to measure how well their employees have complied with training, as well as how they perform the choreographed behaviors that drive service quality and compliance.
Policy and Procedure Alignment
See how well your staff stick to protocol and legal procedures, highlighting control weakness and making sure that obligations are being met.
Employee Engagement and Satisfaction
Measure how engaged and satisfied your employees are with insights that improve happiness, driving better loyalty and more informed decisions across the board.
Interview Analysis
Understand the screening of prospective new hires in the designed interview process. Judge whether this is all in line with legal, ethical and moral standards, as well as company obligations and mission.
CUSTOM-BUILT FOR YOU
Looking for something more specific?
We build tailor-made programs for every brand we work with. Each one is customized to the expectations, policies, procedures and intended human experience of the brand. We go through this process for every company, no matter the industry, company size, verticals or revenue.
We supply the tools and framework to measure the factors that matter to your brand. There’s no-one-size-fits-all. Our experts help your business to measure human interaction that needs to be improved, monitored or just understood in greater depth.
Contact our Business Intelligence Team to discuss your needs today.