Onsite evaluations
A trained shopper visits as a customer would — same door, same queue, same questions.
- Greeting & approach
- Wait and dwell times
- Product knowledge
- Upsell and close
- Departure & follow-up
Client services
Measure the experience your customers actually have
Three channels, one standard. Every evaluation is unannounced, independently scored, and written by someone who arrived as a customer.
Telephone evaluations
Recorded, scored calls that test the first voice a customer hears and how it resolves.
- Time to answer
- Greeting script
- Hold handling
- Information accuracy
- Escalation quality
Online & digital
Email, web chat, click-and-collect and social, measured against the same standard as the floor.
- Response time
- Tone of voice
- Resolution rate
- Order accuracy
- Social response
How a programme runs
Four stages, no black boxes
01
Discovery
We map your standards, your scorecard and the decisions the data must support.
02
Design
Scenarios, shopper profiles and cadence are agreed and signed off in writing.
03
Fieldwork
Shoppers are briefed, deployed unannounced and submit evidence within 24 hours.
04
Analysis
An analyst reviews every narrative before Omnia scores, benchmarks and publishes it.
Deliverables
What you receive
A programme is only as good as the decision it enables. Everything below is standard, not an upgrade.
- A documented scorecard tied to your own service standards
- Narrative reports with photographic evidence where permitted
- Location, regional and portfolio-level dashboards in Omnia
- Analyst commentary that names the pattern, not just the score
- A quarterly review with your operations leadership