This document provides information about a global customer experience solutions company called 4Service. It offers mystery shopping, research, and control solutions to global companies through 9 representative offices across 16 countries. Some key details include: - It has over 16 years of experience and 400+ active projects - Conducts over 1.6 million service quality audits and 80,000+ visits monthly - Has a network of over 300,000 mystery shoppers covering 52 countries - Provides various solutions like classical mystery shopping, motivational mystery shopping, exit polls, online interviews, and competitive benchmarking - Ensures high data quality and validation through audio/photo reports from shoppers

1. Plus jamais je viens ici
Czekałem na moje zamówienie przez pół godziny
It was fantastic service!
Das ist das beste Geschäft in der Welt
Global CX Solution For
Global Companies

2. Almaty
Bratislava
4Service
Holding
We are Elite member of professional leading Mystery Shopping Providers association MSPA Europe.
In Top-10 European CX agencies
16 years of experience
9 representative offices
400+ active projects
1,6 mln. service quality audits
80 000+ visits monthly

3. 300,000+
mystery shoppers
Mystery Shoppers
Coverage Map
Every 22 seconds our shopper does a visit
204 300
Russia
65 200
Ukraine
35 100
Kazakhstan2 800
Austria
3 300
Bulgaria
3 300
Germany
1 500
Spain
2 400
France
2 800
UK
4 900
Italy
3 400
Poland
4 800
Romania
52 countries
6 400
Nordics

4. Solutions for
Customer Experience
MYSTERY SHOPPING
• Classical MSH
• Motivational MSH
• Estimation of target KPI
RESEARCH
• Exit polls
• On-line interviews
• Competitive benchmarking
CONTROL
• Audit
• Complex scenarios
• Mystery Employee
NEW SOLUTIONS
• Guest-track application

5. Monitoring processing
Mystery Shopping 4Service™ Location
Manager
Country
Manager
Global
Manager
Visit in
location
VALIDATION
✓
✓
✓
on-line excess to
on-lineexcessto

6. Quality
Control System
Mystery Shopping 4Service™
MYSTERY SHOPPERS ROTATION
• Regular recruiting
• Shoppers rating
• Limit in number of visits per one
shopper
VALIDATION WITH AUDIO AND
PHOTO REPORT
• Data quality: all shoppers’
reports have a verification
documents attached to report
(scanned receipts, photos,
audio recordings etc.)
• 100% review of shopper
reports
• Quality office verification
• Employee fraud prevention
system
MYSTERY SHOPPERS PROFILE
• According to real customer
profile
• Knowledge testing
• Industry specification
understanding
• Standards awareness
• Artefacts quality

7. Service Evaluation Criteria
Mystery Shopping 4Service™
Standards performance
Description of service and
standards performance
Emotional Index
Evaluation of employee emotional
state and customer emotional
satisfaction
Audio of emotional impression
Benchmarking
Comparison with competitors in
the same regions (both
subjective and based on
standards performance)
Net Promoter Score
Readiness to recommend and
correlations what influences the
decision

8. SHOPMETRICS
• More than 20 standard
reports and data export
• Full on-line access to
mystery shopper
reports and analytics
• Personal design
• NPS management
MOBI AUDIT
• Immediate report
evaluation submission
• Multiple level access
• Retail & price
monitoring
• Geotargeting
SURVEO
• Exit poll
• CLS survey online
• CATI Surveys
• Consolidated
Analytics
ACTION MANAGER
• On-line statistics and
reporting by one click
• Ticket & priority
System
• Strict Process
Controlling
• Boosting performance

9. Recipe for Success
of Your Mystery Shopping program
SPEED
• 48 hours access to result after visit
• 1 day answer on the manager’s
objection
• Personal project manager
• Field without third parties
BENCHMARKING
• +10% of total quota – FREE
competitors visits
• Subjective comparison with
competitors in each questionnaire
• Market trends
INVOLVEMENT
• Software in all languages and different
level access
• Location manager has opportunity to
write an objection in the system and get
quick feedback at once after the visit
• Direct communication with country
managers
ANALYTICS
• Correlations of standards and
subjective impression, emotional
perception
• Recommendations

10. Almaty
Bratislava
ADDRESS
Austria, 1010 Vienna, Tegetthoffstrasse 7
Lucian Chirute, Director of European region
Tel: +40 768 494 233
E-mail: l.chirute@4service-group.com
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