Marketing Research 4Service Group | Market and competitors analysis

4Service Group

Is an international research company managing customer experience.

We implement complex projects to increase sales and develop the businesses of client-oriented companies.

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A foundation for your business for customer service growth and an increase in customer and employee loyalty.

CX solutions

Team

Dmitriy Pavlenko

Managing director, Scheduling by 4Service

Alina Andreieva

Director of Business Development

Artem Fomin

International Sales Manager

21%

believe that SMS alerts are much more informative than a call from a company.

Survey

80%

of customers consider messengers to be a modern tool for communication with a company

Research

+ 15%

the profits of brands that have implemented personalization

Technology

80%

of the respondents are more likely to choose the brand that offers a personalized approach

Brand Health

48%

of millennials are bought from those they know.

Poll

63%

of customers expect to be supported on social networks

Web Social Media

76%%

of the respondents prefer to buy using a smartphone, because it saves time

Mystery Shopping

2%

of staff make the management or their HR manager aware of their mental health and any issues they may be experiencing with it.

Market Research

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

Blog

Researches and Insights Survey 4Service Group: 4 out of 10 Romanians fear the number of cases will increase exponentially, and they...
Over 50% of the respondents believe that the current crisis will last for more than 2-3 months6 out of 10 Romanians are very concerned about the evolution of the epidemic,...
  • 10 Apr 2020
  • 42
Marketing Technologies and Tools DOCTOR — Service Design. TOOL — Empathy. SPACE — Design...
Using non-violent communication as a tool to achieve successful results when using Design Thinking techniques.  You may ask what kind of doctor we are referring to when...
  • 24 Mar 2020
  • 48
Marketing Technologies and Tools What is Service Design and Design...
If you are familiar with the terms Service design and Design Thinking but do not have a clear understanding of these processes then this article is for you. Have you ever...
  • 18 Mar 2020
  • 43

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.

SERVICE DESIGN

Design of customer-focused services and products, balancing people’s needs, technology opportunities and business goals. Creation of innovative brands/services. World-renowned certificate. Design Thinking as the primary tool is suitable for a comprehensive solution to business problems, through using market research and showing empathy with people. You receive progressive experience and methodologies from 25 countries through a partnership with the Global Design Thinkers Academy.

DIGITAL CUSTOMER EXPERIENCE

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. Development in digital channels SMM, SEO and Performance marketing. IT development (SPECTRA, SARAFAN).

Why choose us Instead of words

52 countries

Run your project globally

9 representative offices

Austria, Russia, Ukraine, Turkey, Belarus, Romania, Kazakhstan, Georgia, Azerbaijan

1000+

Professionals work in our team

Why choose us Instead of words

450+

active customers across all business sectors

574.301+

registered users in the online panel

2.809.332+

mystery shopping visits

656.127+

retail audits

202.397+

interviews

77.981

polls

Cases

Cooperation with Renault

We increased the number of clients and staff motivation, achieved an individual approach instead of blind standards fulfillment with the help of “Mystery Shopper” service and 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 "Pumb" bank

We implemented our research strategy by measuring customer service quality, 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, serves more than 30 thousand corporate clients.

Quality retention since 2012: Marks only: Good and Excellent

Compliance with service standards 100%

Cooperation with Lukoil

We conducted an assessment of customer service quality using the Mystery Shopper program in the Lukoil petrol station chain, as well as the competitor evaluation.

Lukoil is one of the largest integrated oil and gas companies in the world (more than 2% of world oil production) with sustainable development for over 25 years.

Reducing the number of gas stations with poor service 22% to 6%

Service growth 21% to 85%

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.

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