SODIC. Enhancing Customer Experience (CX) through Site Visits and Mystery Shopping Audits.

Context, Approach & Methodology

‍Our approach was divided into two key parts: site visits and mystery shopping. Each part aimed to provide an in-depth understanding of the customer experience and operational efficiency.

1. Site Visits
   Assets Assessed:
   • 5 Clubs (sports)
   • 8 Commercial & Retail Centers
   • 10 Community Areas
   • Community Management Office
   • Customer Centers
   • EDARA (Maintenance Company)
   • 5 Handover Shadowings
   • 3 Mock-Up Unit Viewings
   • 3 Sales Center Visits
   • SODIC Call Center
2. Methodology:

We developed 8 customized checklists with over 120+ questions to assess each asset. These checklists were designed to capture all aspects of the customer journey, identifying both positives and areas needing improvement.

After assessing the assets and reviewing the checklists, we compiled our findings into 13+ extensive reports, each delivering specific recommendations to improve the customer experience at SODIC.

1. Mystery Shopping
   Audits Conducted:
   We meticulously audited SODIC’s residential and commercial business units, simulating the entire customer journey to pinpoint friction points and areas for improvement. Similar checklists were utilized to ensure consistency and thoroughness in our assessments. Evidence such as photos, videos, and call recordings were included to substantiate our findings. Two detailed reports were created, one for commercial and one for residential units, each containing actionable recommendations and best practices to enhance the customer experience.

Groundwork

‍During the site visits and mystery shopping audits, we focused on several critical areas:

• Customer Journey Mapping:
  We mapped the customer journey across different touchpoints, identifying moments of truth and potential pain points. This included analyzing the experiences at clubs, community areas, and customer centers.
• Detailed Assessments:
  Each asset was assessed using our customized checklists, which included criteria for:
  • Staff engagement and service quality
  • Facility cleanliness and maintenance
  • Ease of navigation and accessibility
  • Availability of information and customer support
• Data Collection:
  We gathered quantitative data (response times, service times) and qualitative data (customer sentiment, employee behavior) to provide a holistic view of the customer experience.
• Competitor Benchmarking:
  Comparative assessments were conducted against industry standards and competitors to identify areas where SODIC could differentiate itself in the market.
• Documentation and Reporting:
  All findings were meticulously documented, with evidence collected during audits, including photos and recordings, to support our recommendations.

Results

1. ‍Detailed Reports: We delivered 13+ reports for the site visits and two detailed reports for the mystery shopping exercises.
2. ‍Actionable Recommendations: Each report included specific, actionable recommendations tailored to SODIC’s unique needs.‍
3. Enhanced Customer Experience: Our findings and recommendations provided a clear path for SODIC to enhance the customer experience across all business units.