CX Research & Updates

If you’re a bricks and mortar retailer, there’s no doubt the growth of online shopping has significantly disrupted your business. In 2015, less than 10% of Australians used a mobile device to make an online purchase.  We’re currently the world’s tenth largest e-commerce marketplace by revenue, and pundits tip this to grow to about A$35.2 […]

How to ensure your frontline staff comply with your policies A bank might hire mystery shoppers for many reasons. Perhaps you want to improve the quality of service or increase sales. You may even suspect employee dishonesty and want to know how they handle business when you’re not around. Mystery shopping can answer all these

Avoid harsh penalties by employing bespoke Mystery Shopping solutions After a slew of banking scandals in 2018, many Australian finance companies want to ensure code compliance across branches — and for good reason. In the wake of the Hayne Royal Commission investigations, ASIC can now impose harsher penalties against white-collar violators, with punishments including: These

Secret shoppers improve service and compliance ratings. It’s a problem as old as business itself — how can management ensure front line employees regularly deliver quality service? Of course, many banking organisations and beyond rely on customer surveys to gauge the performance of their in-store and call centre employees. These surveys prove useful when considering

If you’re considering using a CX agency to really understand how your customers experience your business every day, you shouldn’t trust just anyone. Market and social research data can give you genuine insights into how your store, products or services impact your customers, highlighting what you can do to improve, adjust and grow. It gives

Data gathering has undergone a veritable revolution with the rise of accessible technologies. If you’ve been watching this space for any length of time, you’ll be aware that the popularity of online surveys has skyrocketed in recent years– they’re quick and relatively inexpensive to set up, and you can complete large scale research in next

In 2019 Commissioner Kenneth Hayne delivered his final report on the financial sector summarising Australia’s most exhaustive review of our corporations, the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry. Following 68 days of evidence and over ten thousand public submissions, all of Justice Hayne’s 76 recommendations will be enacted by

Online surveys might be ubiquitous at the moment, but their convenience and affordability come with a hefty price in reliability. Why? Because you can never really be sure that the data you’re gathering is accurate. Why do online survey respondents sometimes falsify their results? People do strange things for all kinds of reasons. Some possibilities include: Each