Aspexa - Services

Our services include the following:

Focus Groups
Mystery Shopping
Education

Focus Groups

We are providing Focus groups as a method of gathering qualitative data on the preferences, beliefs and point of views of a defined group. The group sessions are best used as an exploratory tool, to identify issues and perceptions regarding a specific subject – mainly services and products. The procedure is usually carried out through interviews and discussions, with an approximate group size of 6-10 people and a maximum of 6 questions to be considered. The session is moderated by a group leader, who has the duty to conduct and observe the procedure according to set guidelines. The moderator also has the responsibility to get the participants involved, stimulate their line of thoughts and motivate the group to further discussions.

We offer tailored programs to meet requirements in this area. With the gathering, analyzing and reporting of received data, we provide you with necessary information to create opportunities for business progress.

Mystery shopping evaluation is a marketing tool, which serves it purpose to map the level, measure and improve the quality of customer service, point of sales and employee performance. The method can also be used to identify trends in an organisation over a certain period of time.
The fieldwork is done according to set guidelines and carried out by anonymous resources acting as real customers, called mystery shoppers. The program is designed to cover aspects which are needed to see whether guidelines and concepts are followed and where changes and improvements could be necessary. The approach with mystery shopping is especially efficient when it comes to follow up, benchmarking and overall improvements of for example corporate concepts.

For our clients we provide customized solutions in this area of competence. In cooperation with the client we design mystery shopping programs, according to specific needs.

Continuous education and training is the basic pre requisite for long term success in a service organisation. This is especially valid for departments with employees directly involved in what we call “the moment of truth”, the direct interaction with customers in points of sales. On-the-job training is the most efficient way for an organisation to gain knowledge in this matter. We offer customized training programs in the service field based on know-how from our long experience and information received during observations and measurements in accordance with our methods. The aim of the education program is improvement of the offered service level towards targets stated by a company.

The programs are designed and set in cooperation with the clients and the implementation can be part of a continuous long term plan or a more short term assignment related to special needs.