About us

4Service Holdings GmbH

is an international research holding with its headquarters in Vienna, Austria.The year 2001 was the beginning of the company’s activities which had the aim of improving the quality of life for its customers and people who interact with the business, buy its services and consume its products. After all, it was not by chance that the name “Forservice” was chosen for a company, which represents customer service and good quality.

 

This was the start of the history of 4Service in Kiev,Ukraine as the leading provider of mystery shopping services. It has continued to operate successfully as a research company across 52 countries with new opportunities in a holistic approach to analyzing and improving the entire customer experience chain (CX).

You can see the detailed creation and transformation of our company here https://www.youtube.com/watch?v=GTV3WKa1-A4&t=18s

О компании
Наша миссия

Our destination

We follow our clients providing them with the necessary leverage for their endeavors and development while minimizing the risks of mistakes and financial losses.  

We build bridges of understanding between businesses and the consumer and knock down any barriers to communication.We help get answers to more complex tasks as well as assess positioning on the market and the general market situation.

The purpose of our brand is to give our customers a solid support and help them push against the mainstream methods of building a profitable business in order to achieve service growth, increase clients and improve employee loyalty!

Our activities can be divided into four areas Four support areas of our activity that allow you to explore and improve the entire range of brand interaction with the consumer from the first contact to the post-sale interaction:

Our 4 pillars of customer experience management

RESEARCH

RESEARCH

Confidence in strategic decisions Savings budgets when launching products/brands. Seeing your place in the market through trends. Clear understanding consumers and competitors

CONTROL

CONTROL

The fulfillment of standards. Identification and correction of errors. Service improvement.

CHANGE

CHANGE

Digital technologies. Innovative and smart development. A non-standard approach

KNOWLEDGE

KNOWLEDGE

The interpretation of results. Necessary changes in business processes. Inspiration: source of new business ideas with wide opportunities/a source of growth

Mission and values

Our mission is to improve customer service all over the world! Our inspiration is the qualitative changes we see in the people and companies we work with.

We are changing and we aim to change the world around us, but our five values remain unchanged. These values are:

TRUTH

Honesty is our alter ego and this is the strength of our character. We trust our customers and employees. Our word as well as our research is made up of only truthful data. We ask direct questions in all situations and expect sincere answers.

LOVE

Business development is impossible to imagine without the development of employees. We are one big family. With each client we have our own love story, during which the profitable ideas and effective solutions are born. Ethics and humanity characterize our behavior.

GREED

We are greedy for new knowledge and efficiency. We constantly increase human and financial resources. We always strive for long-term partnership. Leadership is in our blood.

AVAIL

We always strive to be closer to our customers. We want to surround them with attention in order, to bring the maximum benefit possible. Our task is to respond to all their requests as quickly as possible and to become a support for their development.

AUDACITY

In continuous development, the desire to achieve more than is real. We challenge non-standard approaches and, new technologies to get the best for our clients.

OUR SUCCESS STORY

2018

Final transition to CUSTOMER EXPERIENCE MANAGEMENT. Rebranding.

We are among the Top 10 European leaders based on the number of searches.

We offer complex solutions for business. Jury at the CX World Awards.

Сustomer Journey & Service Design

Membership in the ESOMAR association of researchers.

2017-2015

Transformation to a Customer Experience company.

Development of the direction of qualitative searches. BTL. Digital solutions: Guest Track, Sarafan, WSM, Video

Analytics. Data mining.

Elite membership in MSPA.

CX consulting and training: Opening 4Service Club & Customer Service Management Center.

2012-2014

1,000,000+ service quality surveys done.

250 client projects

450К+ in the base of mystery shoppers.

Offices in Azerbaijan, Georgia, Romania, Turkey.

Analytics department was launched.

HR brand award.

The company has grown 100 times.

2011

New business direction opens Scheduling Worldwide by 4Service

B2B field partner of Mystery Shopping agencies in Europe.

2010

300K + service quality surveys done.

100 client projects

35К+ in the base of mystery shoppers.

"Live" Сall Сenter established.

2009-2006

Offices opening in Russia, Belarus, Kazakhstan.

2005-2001

Foundation of the company in Kiev, Ukraine. 1-st Mystery Shopping provider in the CIS region.

International recognition: membership in the association of Mystery Shopping providers MSPA Europe.

Final transition to CUSTOMER EXPERIENCE MANAGEMENT. Rebranding.

We are among the Top 10 European leaders based on the number of searches.

We offer complex solutions for business. Jury at the CX World Awards.

Сustomer Journey & Service Design

Membership in the ESOMAR association of researchers.

Transformation to a Customer Experience company.

Development of the direction of qualitative searches. BTL. Digital solutions: Guest Track, Sarafan, WSM, Video

Analytics. Data mining.

Elite membership in MSPA.

CX consulting and training: Opening 4Service Club & Customer Service Management Center.

1,000,000+ service quality surveys done.

250 client projects

450К+ in the base of mystery shoppers.

Offices in Azerbaijan, Georgia, Romania, Turkey.

Analytics department was launched.

HR brand award.

The company has grown 100 times.

New business direction opens Scheduling Worldwide by 4Service

B2B field partner of Mystery Shopping agencies in Europe.

300K + service quality surveys done.

100 client projects

35К+ in the base of mystery shoppers.

"Live" Сall Сenter established.

Offices opening in Russia, Belarus, Kazakhstan.

Foundation of the company in Kiev, Ukraine. 1-st Mystery Shopping provider in the CIS region.

International recognition: membership in the association of Mystery Shopping providers MSPA Europe.

What our clients get

QUALITATIVE DATA

Team of narrow-specialized analysts prepare reports containing recommendations for specific business requests. We have the capacity to launch any ad hoc project within 7 days. Quality control: 100% validation of the data. We are also constantly updating our anti-fraud systems. We work at the analytical platforms number 1 Shopmetrics in the world and use specialized software:, Oktell, Surveo. We have our 2 own "live" call center. Proprietary methods and deep immersion in client specifics allow us to provide you with insights and valuable conclusions.

PARTNERSHIP AND AN INTEGRATED APPROACH 360

We work through problems and identify weak zones. We are working on alternative methods and necessary changes in our internal processes. Each client has a personal account manager assigned to them and we offer each of our clients round the clock support alongside mandatory consultations, recommendations and strategic advice.

ACCESS TO WORLD EXPERIENCES AND CASES OF THE LEADING INTERNATIONAL BRANDS

We use the work experience we have gained in 52 countries with other clients to be able to flexibly react to situations.

PROJECT DESIGN

We form the project design from resources and tools that ensure us to solve the problem as simply and efficiently as possible, while also applying Service Design and Customer Journey Mapping.

DIGITAL TECHNOLOGIES

Services for managing customer loyalty are provided in real time. We also have a very innovative approach when it comes to analytics: using trend analysis, an a loyalty calculator, an associative perception of customer service to broaden subjective impression of a client. We implement video analytics as well.

Cases

Cooperation with Renault

We increased the number of clients as well as the motivation of employees and achieved an individual approach, instead of blind standards fulfillment with the help of the “mystery shopper” service and via call center surveys.

Renault is a company that has been making the automotive history for 117 years. It has 500+ official car dealerships.

Service growth from 84% to 97%

It has high levels of recommendation: 97 out of 100

Cooperation with the 1st International Ukrainian Bank "Pumb"

We implemented our research strategy by measuring customer service quality, the Mystery Shopping program, subjective assessments, benchmarking, IT solutions, and analytics.

First Ukrainian International Bank (PUMB) is a large private bank. It has been active on the financial market for 25 years and serves more than 30 thousand corporate clients while 2.5 million private clients use its services. It is a recognized leader in service quality.

Quality retention since 2012: Only “good” and “excellent” marks. Full immersion of staff in the service.

100% compliance with service standards

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