Customer experience at the local level determines success or failure. What you derive in your inspection of your business units need not exactly be what the customer experiences. Let us help you implement a system of complementing your audits with another set of eyes and tools. Unit Level Performance gives you an exact picture of what happens in your locations. Here are a few things which you could assess with Unit Level Performance:

  • The attitude and knowledge of the employees
  • Dress code
  • The shop image, décor, merchandizing and presentation
  • Availability of products
  • Display of products
  • Time needed for a customer to be attended
  • Employees awareness of product availability and product specifications
  • Speed and quality of service
  • Compliance with company standards relating to –

    Service
    Store appearance
    Systems
    Presentation

We could do this for you in three different levels.

Level 1: Your location can be called and the items that would be appropriate through a phone call would be rated and assessed. The feedback and results would be available to you real-time, for eg.-

  • Greeting
  • Customer service
  • Product knowledge
  • Cross selling
  • Up selling
  • Message on Hold and related items
  • Other

No need for a physical visit. Tremendous cost savings.

Level 2: Your franchisees and operators can now do self-audits. With guidance and preparation, we can have them upload on our servers the required and recommended documentation including digital photos, for eg.-

  • Machine logs
  • Training records and certificates of employees
  • Equipment lists and related specifications
  • Menus and price lists
  • Insurance coverage documents
  • Marketing and collateral materials
  • Exterior and interior store appearance including signage
  • Other

We will create a library and catalogue of all items by store number which you can access and therefore sort and rate anyway you would like to. Once again, no need for as many physical visits that you do today or not able to do. More cost savings.

Level 3: We send our personnel to the physical location with PDA’s to assess operations just the way your field personnel would do it and provide the results to you real-time on all the objective items that could not be done over the phone and a self-audit. Huge cost savings.

Let us sit down with you and we will customize a solution for you that you will be comfortable with. It could be a combination of all 3 levels or any one of them that is of interest to you. Our experience shows that more and more franchisees feel that they are not supported well and the only support that they get is eaten up by the field reviews and audits.

Now, MarkSearch Solutions can help you and your field support personnel become true “Business Consultants” and not “Corporate Cops” to help their locations and regions grow their bottom line. Let us handle the audits, review and give you the market, performance and financial intelligence so that you are able to benefit from the following:

  • Look at the key drivers of sales and profitability real-time
  • Become proactive to support your system with the right tools and information to have the right impact
  • Improve your bottom-line
  • Get better validation in the field from your franchises to grow your network
  • Motivate your field personnel to drive better results, build relationships and increase retention
  • Motivate your franchisees to adopt the new system with ease of use implementation, better support from home office, conference awards and other incentives and recognition

Look at the results real time on a local, regional and national basis, and let us help you uncover areas of improvement as a result of the trend analysis that we will provide. We can do the same on your competition so you have the competitive data as well. Now you really have the edge.

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