SODIC. Enhancing Customer Experience (CX) through Site Visits and Mystery Shopping Audits.
Discover how SODIC utilized mystery audits and site visits to identify customer journey pain points and implement actionable recommendations for enhancing the customer experience across its diverse business units.
01 —The Impact
The results, up front.
Detailed Reports: We delivered 13+ reports for the site visits and two detailed reports for the mystery shopping exercises. Actionable Recommendations: Each report included specific, actionable recommendations tailored to SODIC’s unique needs. Enhanced Customer Experience: Our findings and recommendations provided a clear path for SODIC to enhance the customer experience across all business units.
02 — The Challenge
Where they started.
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 Methodology: 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.
03 —What We Did
The work.
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
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.
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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