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

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

Customer Experience and Sales Die or develop yourself! How to bridge the gaps in customer experience with service...
You have created a qualitative product, implemented customer service standards, regularly monitored the implementation, but feel that you are standing still? It is time to look at...
  • 12 Sep 2019
  • 49
Customer Experience and Sales Profit Formula. How to hold the qualitative research and earn...
  “A satisfied customer is the best business strategy of all.” Michael Leboeuf, author of “How to Win Customers and Keep Them for Life” The basis of holding...
  • 12 Sep 2019
  • 73
Customer Experience and Sales Is there happiness in the...
Over the past few years, we have received an increasing number of requests for research such as employee satisfaction and engagement, HR-Brand, Employee Journey Map amongst...
  • 11 Sep 2019
  • 31

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 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, as well as 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, serves more than 30 thousand corporate clients. It is a recognized leader in service quality.

Quality retention since 2012: Marks only: Good and Excellent

Compliance with service standards 100%

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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