From evaluation to innovation
Customer experience measurement
Mystery shopper program
Corparate training
• 150,000 mystery shoppers • 350,000 evaluations conducted • Online results 24/7
Lanla is one of the most highly respected companies in Canada in the field of customer experience evaluation and in the management of quality of service measurement programs.
Lanla Marketing Research is a customer satisfaction strategic management consulting firm. With its extensive expertise in the evaluation of the quality of service, in the operational management of standards of excellence, and in corporate training, Lanla’s team is particularly well-equipped to offer you an experienced consulting service, effective evaluation programs, advanced statistical analyses, as well as customized training programs. This wealth of knowledge will directly contribute to increasing the level of your customer satisfaction, increasing your sales and/or reducing your operating costs.
« Lanla is a dedicated partner committed to the success of the National Bank’s Mystery Shopper Program. Its vast expertise and invaluable advice contribute to improving customer experience. » Dominik Giasson Principal Director, Marketing Research and Market Intelligence – National Bank
Lanla clearly sets itself apart from its competitors by optimizing the quality of its evaluation results. In fact, Lanla has developed a unique, scientifically sound, methodology that allows for the measurement of customers’ expectations and perceptions. The use of this method is unique to Lanla and represents a revolution in the industry of “mystery shopper” type marketing research. That is why Lanla has over 150,000 mystery shoppers of various socio-demographic profiles, deployed mainly across Quebec, Ontario, and New Brunswick; but also across all of Canada.
marketing research CONSUMER PSYCHOLOGY
Our measurement programs and innovative solutions directly contribute to increasing your sales and reducing your costs. Our approach involves identifying the important moments of truth in the eyes of your clients, thus allowing you to transform your everyday activities into tangible actions.
An approach that drives customer satisfaction, loyalty, and profitability. Marketing research & measurement • Mystery shopper program: Evaluation at the branch, by telephone, or on your website following a unique, scientifically sound, methodology • Competitive analysis • Internet or e-mail survey: done both in terms of our own cohort and of your existing customer base • Psychological analysis of the consumer: Analysis of behavioral patterns in the natural environment • In-store auditing • Qualitative Data Analysis Service • Call monitoring and supervision (call centers)
“Your clients are working for you!”
training AWARENESS + TRAINING + CONFERENCES
• A wide range of tools for promoting awareness • Service standards, customer expectations and perceptions • A game-based and experiential approach, concrete and easily accessible • Development of training agendas directly pertaining to the findings that emerged from your mystery shopper program • A needs analysis based on the targeted objectives • The creation of customized activities • Customized training workshops • Management skills development
With its team of training experts and its network of trainers, Lanla is particularly well-equipped to offer its clients, and their employees, trainings and awareness sessions developed specifically for service companies and retailers across the entire Quebec territory.
“You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.� Walt Disney
serviCheck
TM
MYSTERY VISITS + SATISFACTION REPORT
Evaluate your customer service by means of mystery shoppers! Inspired by the customized customer service measurement programs used by major corporations, serviCheckTM evaluations are designed for merchants, retailers, restaurateurs, and service business owners.
A simple, fast, and affordable
way to gauge your customer service strengths and weaknesses! Your results and our recommendations will help to improve the profitability of your business!
Our approach is quite simple: The customer’s perspective! Each customer. Each visit. Each one of the details that really matter! We will help you increase the potential of your company! With serviCheckTM, Lanla offers to become your eyes and ears at your branches. With the information collected, we will help you build a lasting relationship with your customers based on their satisfaction.
Observation, evaluation and recommendation! “Your clients are working for you!”
Using a customer-based approach, Lanla will visit your competitors in order to evaluate, quantify, and analyze their performance in comparison with your standards of quality.
This information is crucial when we are striving for excellence!
competitive analysis POINT-OF-PURCHASE OBSERVATIONS
What we will do: • Advise you on the best methodology to use • Establish a scale and evaluation scenario to compare you with • Compare you to your competitors, based on customer appreciation • Measure the operational performance of your competitors using mystery shoppers • Compare your prices
...will allow you to: • Know your strengths and weaknesses as well as those of your competitors • Draw comparisons in order to better evaluate yourself in relation to your competitors • Understand the best practices in your industry • Contribute to the improvement of your training programs • Gain a competitive advantage
Unique Methodology
1
The consumer enters the evaluation data in their Internet browser
2
Data is verified and validated by the browser
3
Data is automatically sent via the Internet
Unique PID technology PID, “Customer intelligence on demand”! We have developed a computer technology specifically designed to meet the demands of our mystery shopper programs. Your team will have access to its own database directly online, set up according to your specifications. Simple and user-friendly, PID is a unique technology at your service, offering you real time access to your evaluation results! Charts and graphs – download your results! How about a demonstration?
CUSTOMER EXPERIENCE OPTIMIZATION
in Canada
4
Verification, data processing and periodic computer-generated reports
5
Report and data warehousing in your personalized database
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Real time on-line access to results for executives and managers
Lanla is the only Canadian company to offer these solutions.
Who is Lanla? Lanla Marketing Research is a customer satisfaction strategic management consulting firm. With its extensive expertise in the evaluation of the quality of service, in the operational management of standards of excellence, and in corporate training, Lanla’s team is particularly well-equipped to offer you an experienced consulting service, effective evaluation programs, advanced statistical analyses, as well as customized training programs. This wealth of knowledge will directly contribute to increasing the level of your customer satisfaction, increasing your sales and/or reducing your operating costs. Our multidisciplinary team is made up of experienced and dynamic professionals, specialized in the fields of customer satisfaction, marketing, industrial psychology, psychometrics, statistics, project management, and finally, training. Furthermore, what really makes our company unique is our army of evaluators/mystery shoppers. Recruited and trained in line with specific criteria, we have over 150,000 mystery shoppers of different socio-demographic profiles ready to adequately and efficiently meet the needs of each one of our clients across Canada. In other words, we propose to become your eyes and ears, and it’s with the collected information that we can help you establish a long and lasting relationship with your customers.
• Continuous evaluation of your customer’s activities • Uniformity in your quality standards • Access to your own on-line database • Real time access to your evaluation results • Continuous improvement through training
“We can’t improve what we don’t measure”
We investigate for a vast client base operating in diverse areas of activities from the SME to the big companies. Thus, our target market is made up of businesses in which services and/or products are in direct contact with the consumer.
see your business in a different way
your customer’s way
WHY CHOOSE LANLA? Lanla is a cutting edge marketing research firm that will answer all your needs in customer satisfaction evaluation through its strategic alliance of information technology, psychology and customer service expertise. Our objective is to contribute to the success of your “Customer Service Chain�. In this sense, we wish to become a priviledged partner in the attainment of your objectives by giving you the necessary tools and services to consolidate your efforts by improving quality. CONTACT US! To get more information about our products and services, contact us directly or visit our web site.
MARKETING RESEARCH + TRAINING CONSUMER PSYCHOLOGY
597, Sir-Wilfrid-Laurier Beloeil (Quebec) Canada J3G 4J1 T 450.464.5265 1.866.333.5265 F 450.446.3628 www.lanla.com