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

Head of Scheduling Worldwide by 4Service

Alina Andreieva

Director of Business Development

Artem Fomin

Head of Business Development in Europe

32%

of Ukrainians buy jewelry once a year

Survey

37%

of respondents are annoyed by Viber/WhatsApp messaging

Research

-4.3

on insurance companies’ industry

NPS

30%

of Europeans are satisfied with the speed of service they receive

Brand Health

29%

of respondents are surpassed with the expectation of non-standard consultation in clothing stores

Poll

92.4%

of customer conversations are about their experience with people

Web Social Media

+30%

increase in the quality of customer service received during public holidays

Mystery Shopping

63%

of customers expect companies to offer customer support via social networks

CAWI

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 What gifts the Romanians offer on 8 March and what women really want to...
A 4Service Romania study shows how much Romanians are willing to spend on Women’s Day and what ladies expect from them It’s not common for women and men to have similar...
  • 13 Mar 2019
  • 16
Researches and Insights What do Romanians buy and how much money they spend on Valentine’s...
4Service Group Study: See what preferences Romanians have when it comes to Valentine’s Day 78% of Romanians will buy Valentine’s Day gifts Only 1 in 100 Romanians...
  • 13 Feb 2019
  • 792
Business and Management Service Future 2019. Major trends in the world and in...
Trends or do you know your consumer? Everyone wants to look into the future: if you know trends, this allows you to make the right decisions today. But there are no guarantees,...
  • 23 Jan 2019
  • 55

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.

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 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

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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