At ipi, we don’t just put physical products through their paces – we also test the quality of services you offer as well as any newly developed services. These may be online or offline, ranging from train attendants and passenger surveys to customer service, repair services and insurance. Whichever it is, we have an approach to suit every type of service and testing request.
We accompany you through to the point of sale
Grain important insights from mystery shopping
Would you like to know how much a real customer service or shopping situation stands up to set quality criteria? As part of mystery shopping, you gain direct insights into real-life customer service or shopping situations. Professionally-trained ipi employees or selected test households carry out test purchases and rate them based on pre-defined criteria. Through undercover observations as normal consumers, our test subjects experience the services just like real customers – without the staff being aware that they are in a test situation.
how does your service compare to the competition?
find out with a competitive comparison
Have you ever wondered how your service compares to the competition? Are you looking to identify potential for optimising your service quality? We have trained employees, or test households if required, go undercover to use your services and then rate them. This way, a direct comparison with the competition reveals the strengths and weaknesses of each provider. Based on the aspects reviewed, we identify the potential for optimising your service and make specific recommendations for action. In particular, you will be able to make improvements in:
Service quality
time management
complaints management
With us, you can experience real-life contact situations directly at the point of sale, compare your service with the competition or conduct in-depth interviews with your target group. At the ipi institutes, we take an individualised approach to your questions about your service and find the answers you are looking for.
MATTHIAS STAUER HEAD OF MARKET AND CONSUMER RESEARCH
In-depth Interviews (IDIs)
One-On-One with the target group
For the assessment of professional services, we offer you qualitative in-depth interviews using an open discussion guide. In this face-to-face interview, the interviewer can focus fully on the interviewee in terms of content and identify the needs and motivations of the target group being interviewed.
we have experience with a range of B2b target groups
Physicians
Opticians
Purchasers
Tradespeople
Architects
Repair workshops
and many more
Would you like to test your existing service specifically for optimisation potential? Have you developed a concept for a new service that requires testing? Our trained interviewers are experienced in qualitative research and are there to advise you. We have conducted numerous IDIs and understand what is important.
Customised for you
we will also find a tailor-made solution for you
Do you have a question about a service that (supposedly) cannot be answered using traditional market research methods? Please don’t hesitate to come to us. We will work with you to develop an approach and a procedure on how we can test your service as appropriate.
