Download - Corporative Handout Lanla EN
From evaluation to innovation
Customer experience measurement
Mystery shopper program
Corparate training
• 150,000 mystery shoppers
• 350,000 evaluations conducted
• Online results 24/7
Lanla is one of the most
highly respected companies in
Canada in the field of customer
experience evaluation and in
the management of quality of
service measurement programs.
Lanla Marketing Research is a customer satisfaction strategic management consulting firm. With
its extensive expertise in the evaluation of the quality of service, in the operational management
of standards of excellence, and in corporate training, Lanla’s team is particularly well-equipped
to offer you an experienced consulting service, effective evaluation programs, advanced
statistical analyses, as well as customized training programs. This wealth of knowledge will
directly contribute to increasing the level of your customer satisfaction, increasing your sales
and/or reducing your operating costs.
Lanla clearly sets itself apart from its competitors by optimizing the quality of its evaluation
results. In fact, Lanla has developed a unique, scientifically sound, methodology that allows for the
measurement of customers’ expectations and perceptions. The use of this method is unique to
Lanla and represents a revolution in the industry of “mystery shopper” type marketing research.
That is why Lanla has over 150,000 mystery shoppers of various socio-demographic profiles,
deployed mainly across Quebec, Ontario, and New Brunswick; but also across all of Canada.
« Lanla is a dedicated partner committed to the success of the National Bank’s Mystery Shopper Program. Its vast expertise and invaluable advice contribute to improving customer experience. »
Dominik GiassonPrincipal Director, Marketing Research and Market Intelligence – National Bank
CONSUMER PSYCHOLOGY
Our measurement programs and innovative solutions directly contribute to increasing your
sales and reducing your costs. Our approach involves identifying the important moments of
truth in the eyes of your clients, thus allowing you to transform your everyday activities into
tangible actions.
An approach that drives customer satisfaction, loyalty, and profitability.
Marketing research & measurement
• Mystery shopper program: Evaluation at the branch, by telephone, or on your website following a unique, scientifically sound, methodology
• Competitive analysis
• Internet or e-mail survey: done both in terms of our own cohort and of your existing customer base
• Psychological analysis of the consumer: Analysis of behavioral patterns in the natural environment
• In-store auditing
• Qualitative Data Analysis Service
• Call monitoring and supervision (call centers)
marketing research
“Your clients are working for you!”
AWARENESS + TRAINING + CONFERENCES
• A wide range of tools for promoting awareness
• Service standards, customer expectations and perceptions
• A game-based and experiential approach, concrete and easily accessible
• Development of training agendas directly pertaining to the findings that emerged from your mystery shopper program
• A needs analysis based on the targeted objectives
• The creation of customized activities
• Customized training workshops
• Management skills development
With its team of training experts and its network of
trainers, Lanla is particularly well-equipped to offer its
clients, and their employees, trainings and awareness
sessions developed specifically for service companies
and retailers across the entire Quebec territory.
training
“You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.”
Walt Disney
MYSTERY VISITS + SATISFACTION REPORT
Evaluate your customer service by means of mystery
shoppers! Inspired by the customized customer
service measurement programs used by major
corporations, serviCheckTM evaluations are designed
for merchants, retailers, restaurateurs, and service
business owners. A simple, fast, and affordable
way to gauge your customer service strengths and
weaknesses! Your results and our recommendations
will help to improve the profitability of your business!
Our approach is quite simple: The customer’s perspective!
Each customer. Each visit. Each one of the details that
really matter! We will help you increase the potential
of your company! With serviCheckTM, Lanla offers to
become your eyes and ears at your branches. With
the information collected, we will help you build a
lasting relationship with your customers based on their
satisfaction.
Observation, evaluation and recommendation!
“Your clients are working for you!”
serviCheckTM
Using a customer-based approach, Lanla will visit your competitors in order to evaluate,
quantify, and analyze their performance in comparison with your standards of quality.
This information is crucial when we are striving for excellence!
POINT-OF-PURCHASE OBSERVATIONS
What we will do:
• Advise you on the best methodology to use
• Establish a scale and evaluation scenario to compare you with
• Compare you to your competitors, based on customer appreciation
• Measure the operational performance of your competitors using mystery shoppers
• Compare your prices
...will allow you to:
• Know your strengths and weaknesses as well as those of your competitors
• Draw comparisons in order to better evaluate yourself in relation to your competitors
• Understand the best practices in your industry
• Contribute to the improvement of your training programs
• Gain a competitive advantage
competitive analysis
Unique Methodology in Canada
1 2 3 4 5 6The consumer entersthe evaluation datain their Internetbrowser
Data is verified andvalidated by thebrowser
Data is automatically sentvia the Internet
Unique PID technology
PID, “Customer intelligence on demand”! We have developed a computer technology specifically designed to meet the demands of our mystery shopper programs. Your team will have access to its own database directly online, set up according to your specifications. Simple and user-friendly, PID is a unique technology at your service, offering you real time access to your evaluation results! Charts and graphs – download your results!
How about a demonstration?
Lanla is the only Canadian company to offer these solutions.
CUSTOMEREXPERIENCE
OPTIMIZATION
Unique Methodology in Canada
1 2 3 4 5 6Verification, data processingand periodic computer-generated reports
Lanla is the only Canadian company to offer these solutions.
Report and datawarehousing in yourpersonalized database
Real time on-line accessto results for executivesand managers
Who is Lanla?
Lanla Marketing Research is a customer satisfaction strategic management
consulting firm. With its extensive expertise in the evaluation of the quality of service,
in the operational management of standards of excellence, and in corporate training,
Lanla’s team is particularly well-equipped to offer you an experienced consulting
service, effective evaluation programs, advanced statistical analyses, as well as
customized training programs. This wealth of knowledge will directly contribute to
increasing the level of your customer satisfaction, increasing your sales and/or
reducing your operating costs.
Our multidisciplinary team is made up of experienced and dynamic professionals,
specialized in the fields of customer satisfaction, marketing, industrial psychology,
psychometrics, statistics, project management, and finally, training. Furthermore,
what really makes our company unique is our army of evaluators/mystery shoppers.
Recruited and trained in line with specific criteria, we have over 150,000 mystery
shoppers of different socio-demographic profiles ready to adequately and efficiently
meet the needs of each one of our clients across Canada.
In other words, we propose to become your eyes and ears, and it’s with the collected
information that we can help you establish a long and lasting relationship with your
customers.
• Continuous evaluation of your customer’s activities• Uniformity in your quality standards• Access to your own on-line database• Real time access to your evaluation results• Continuous improvement through training
We investigate for a vast client base operating in diverse areas of activities from the SME to the big companies.
Thus, our target market is made up of businesses in which services and/or products are in direct contact with the consumer.
“We can’t improve what we don’t measure”
see your business in a different way
your customer’s way
MARKETING RESEARCH + TRAININGCONSUMER PSYCHOLOGY
WHY CHOOSE LANLA?
Lanla is a cutting edge marketing research firm that will answer all your
needs in customer satisfaction evaluation through its strategic alliance of
information technology, psychology and customer service expertise. Our
objective is to contribute to the success of your “Customer Service
Chain”. In this sense, we wish to become a priviledged partner in the
attainment of your objectives by giving you the necessary tools and
services to consolidate your efforts by improving quality.
CONTACT US!
To get more information about our products and services, contact us
directly or visit our web site.
597, Sir-Wilfrid-LaurierBeloeil (Quebec)CanadaJ3G 4J1
T 450.464.5265 1.866.333.5265F 450.446.3628
www.lanla.com