But what exactly are metrics?

Metrics are indicators that allow businesses to assess satisfaction, identify friction points, and improve interactions with their customers. Some of these metrics stand out for their ability to provide comprehensive and precise information, such as: NPS (Net Promoter Score), CES (Customer Effort Score), CSAT (Customer Satisfaction Score), retention rate, and conversion rate.

Metrics at the heart of your strategy

At Lanla, we understand the importance of measuring and optimizing every interaction. Through our mystery shopper and continuous survey programs, we offer tailored solutions to enhance your customer experience.

Our mystery shopper program allows you to:

• Standardize the experience: Benefit from an objective and thorough evaluation of your service points to ensure a consistent experience.
• Identify friction points: Detect recurring issues to improve the smoothness of your experience.
• Improve continuously: Identify action priorities to enhance customer satisfaction and loyalty.

We help you maintain consistent quality, regardless of the location or point of contact.

Our continuous survey program enables you to:

• Collect real-time customer feedback: Customers want to be heard. Capture their feedback immediately after an interaction or purchase.
• Foster customer loyalty: Customers who feel their voice matters are more likely to stay loyal and recommend your business.
• Reduce negative public reviews: Customers who know they have direct communication with you are less likely to express their dissatisfaction publicly.

We help you capture customer frustrations and expectations before they turn into public problems, while strengthening the trust and loyalty in your relationship with them.

A winning complementary duo

Lanla’s tailored approach allows you to combine standardized mystery shopper evaluations and proactive listening through continuous surveys. Though distinct, these programs complement each other perfectly, providing a comprehensive and precise view of the customer experience. Together, they help you accurately identify gaps between the desired, delivered, and perceived quality, and implement concrete actions to reach your goals.

Investing in these solutions is crucial for building a strong and sustainable customer relationship. Lanla supports you in this process, providing the tools and support needed to maximize the impact of your customer experience.

Ready to give your customers a voice and improve your experience?

Contact us today!