The Service Excellence Platform

Shopmetrics NEXT is the NEXT-generation platform for quality-of-service and experience management. Shopmetrics NEXT delivers the complete ecosystem of tools and services to achieve your ultimate business objective – service excellence through continuous improvement for sustainable growth. Shopmetrics NEXT embodies our evolved Acquire > Analyze > Act > Achieve process philosophy for total excellence.

Agent / Shopper Portal

You have users in a wide palette of business roles, with different functional and visual preferences. The all new Agent/Shopper Portal offers various design and configuration options to aesthetically please your users.

  • Packages of jobs are VISUALLY displayed
  • Easily IDENTIFY the assignment type
  • Focus on the ACTION

Analytics and Business Intelligence

  • Visually articulate the brand behind the data for the best personalization experience
  • A NEW ACTION BAR with a summary of prioritized KPIs immediately reveals potential issues in key business areas and allows drill-down into that problem area
  • Call-to-Action for continuous improvement focusing on what is important for me - how to IMPROVE my score

Project and Fieldwork Management

  • New Administrator Restricted role
  • Shopper self-reschedule capabilities
  • Improved rotation/assignment quota logic /consideration of planned dates of assigned surveys/
  • New mobile-friendly survey properties: Job Title, Job Description
  • New “End Date” survey field
  • Improved scheduling dashboard

Action Management

The new AD-HOC ACTION PLANS Provides management a tool for immediate action directly from management dashboards. Management can easily assign areas that require attention to the right person.

The new APPEALS Provides staff a tool for submitting corrective actions and curing low scores. Ideal for Store managers.

Training, Certifications, Microlearning

Proficiency needs to be at its top at all times. From Training and Certifications to Continuous Learning for staff and clients. Shopmetrics NEXT is equipped with brand-new Microlearning capabilities with Active Feedback for fast, instant remediation and reassessment throughout the learning process.

Online Surveys

  • Device-agnostic survey layout - fitting any device form factor
  • Seamlessly switch devices mid-survey - without re-entering data
  • Complete surveys despite losing internet connection
  • Engaging, interactive question designs for improved response rates
  • Auto-save protects against data loss during collection
  • “Resume later” - complete a survey across multiple sittings

Survey Builder

  • STREAMLINED USER INTERFACE optimizes training time
  • INSTANT PREVIEW allows you to view the survey as you build it
  • MODERN and RESPONSIVE DESIGN for a smooth transition between different devices and a consistent and intuitive user experience
  • SURVEO™ question visualizations included out of the box for rich and engaging experience
  • SUPPORTED ON BOTH MOBILE AND DESKTOP platforms, Survey Builder v3 enables
  • SURVEY SRUCTURE is GUI-based, SURVEY LOGIC is both GUI-based and script-based

Partner Collaborations Network

The Partner Network is an ever-growing group of providers on the Shopmetrics platform who can partner with you on their global or special projects or assist you with yours.

The Collaboration features of the Shopmetrics system allow Partners to easily set up data transfers between each other. Primary Partners have complete control over what parts of their projects they choose to outsource to their Secondary Partner(s).

Mobile Platforms

MobiAuditTM is a multipurpose online/offline survey and data collection platform that enables easy, instant and accurate mobile data collection and delivery.

Supporting the major mobile operating systems, MobiAudit™ covers a vast mobile user base. Organize Bring-Your-Own-Device (BYOD) campaigns, or supply field staff with inexpensive, reliable devices that boost overall results while driving costs down.

GDPR and Personal Data Protection

  • ISO-Certified Processes and Quality
  • GDPR-Driven Privacy Management Toolkit
  • Flexibility in Personal Data Residency
  • Comprehensive Personal Data Governance
  • Detailed Legal Compliance Package

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