Telephone Surveyor
Summary:
Surveyors will collect information by phone to secure opinions on a variety of products, services or concepts. The position involves contacting respondents and asking a series of questions over the telephone. Survey questions are standardized by project and data must be collected in accordance with the survey parameters for each project. Surveyors are required to maintain client and project confidentiality at all times.
Essential job functions include but are not limited to the following duties and responsibilities:
o Place outbound telephone calls
o Read questions and other text to respondents
o Record answers using a computer keyboard
o Record verbatim responses to open ended questions accurately with correct spelling and grammar
o Report problems with question wording and skip patterns
o Perform simple mathematical functions involving currency, time, and distance
o Place calls to respondents to complete unfinished surveys
o Record essential information in a daily log including but not limited to completed surveys, call backs, and problems encountered during a shift
o Report on-time and reliably for scheduled shifts
To perform this job successfully an individual must be able to perform the essential job functions satisfactorily.
Qualifications
Education and/or Experience
High school diploma or general education degree (GED); or three to six months related experience and/or training; or equivalent combination of education and experience.
Communication Skills
Must speak clearly and communicate effectively over the phone and in person. Must be able to solicit people to participate in the survey. Must have the ability to read and comprehend instructions and memos. Must have good grammar and spelling skills. Must be able to work independently.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals and the ability to compute problems that include time, distance and currency.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written or oral form and the ability to deal with problems involving several variables in reoccurring situations.
Computer Skills
Must have basic keyboard/typing skills. Must have a basic understanding of the Internet including how to receive and send email.
If you’re interested in becoming a Telephone Surveyor, we’re interested in hearing from you! Please contact us.
Field Surveyor
Summary:
Surveyors will collect information in field interviews to secure opinions on a variety of products, services or concepts. The position involves distributing and collecting surveys at a variety of off-site locations. Surveys are standardized by project and must be distributed and collected as required to ensure that data is captured accurately and in accordance with specified survey parameters. Surveyors are required to maintain client and project confidentiality at all times.
Essential job functions include but are not limited to the following duties and responsibilities:
o Conduct intercept surveys in a variety of locations which may include retail locations, transportation facilities such as park and ride lots, bus terminals, rail terminals or airports and on-board buses and trains
o Distribute and collect surveys in numerical sequence
o Answer questions from survey respondents about the purpose of the survey and the Redhill Group
o Read questions to respondents
o Record pre-coded answers on survey instrument
o Record responses to open ended questions accurately with correct spelling and grammar
o Review completed surveys to ensure required data has been collected
o Read and understand time schedules such as bus and rail routes and times.
o Perform passenger counts
o Read a map and follow directions
o Monitor and record time in both standard and military formats.
o Record essential information in a log such as the number of surveys completed and problems encountered during a shift
o Organize and bundle completed surveys, logs and other information from shift and return them to the Field Supervisor or central office promptly and reliably
o Receive, print and download information from the Internet including emails, forms and other data required for a project
To perform this job successfully an individual must be able to perform the essential job functions satisfactorily.
Qualifications
Education and/or Experience
High school diploma or general education degree (GED); or three to six months related experience and/or training; or equivalent combination of education and experience.
Communication Skills
Must speak clearly and communicate information effectively. Must have strong customer service skills to effectively and diplomatically handle difficult people and situations in the field. Must have the ability to read and comprehend instructions and memos. Must have good grammar and spelling skills. Must be able to work as part of a team or independently. Must present a professional appearance.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals and the ability to compute problems that include time, distance and currency.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written or oral form and the ability to deal with problems involving several variables in reoccurring situations.
Computer Skills
Must have personal access to the Internet and the capability to receive and send email and download forms and other work-related materials.
Physical Requirements
Must be able to stand for extended periods of time. Must be able to carry/lift 10 lbs. Must be able to walk on moving vehicles. Must be able to climb stairs. Must be able to read with corrected vision.
If you’re interested in becoming a Field Surveyor, we’re interested in hearing from you! Please contact us.
Accounting Specialist
The Redhill Group is accepting applications for an accounting specialist who is responsible for accounts payable and receivable for the company. The primary role of the accounting specialist is to perform all accounting and payroll related duties for the Redhill Group. The specialist will act as the liaison with the payroll company, insurance brokers, and other vendors as it relates to the accounting functions of the company.
Demonstrated experience with QuickBooks Pro and job costing is required. The qualified candidate must have strong analytical skills and a commitment to superior quality work and customer service. Excellent interpersonal skills are required. 2 years accounting or bookkeeping experience required. Background and credit check may be a requirement of employment.
Responsibilities include:
• Preparing financial statements monthly including: P&L, Balance Sheets and Aging Reports
• Reconciling bank accounts
• Verifying, processing, recording and preparing invoices for payment
• Preparing client invoices and monitoring accounts receivable.
• Preparing financial records and other support documents for submittal to accounting firm for the timely submittal of tax returns
• Preparing tax payments, 1099s and W-2’s
• Processing payroll including reviewing timesheets, updating daily hours in QuickBooks, calculating bonus, and processing lost paychecks and
• DBE Reporting, pre-award audits, requests for cost information.
• Maintaining files including employment forms and respond to inquiries from state and federal agencies.
• Maintaining secure and organized files for all financial related information.
Location: Irvine, CA
Compensation: $14-18 per hour DOQ
This job is Permanent Part-time - 24 hours per week
Please e-mail your resume to Careers@redhillgroup.com
National Consumer Goods Provider
National Consumer Goods Provider: Customer Satisfaction Study
Redhill Group conducts regular studies on a national consumer goods company’s customer satisfaction levels as they relate to the client’s Consumer Information Center call service. Customers who have contacted the Consumer Information Center for help within the past month are surveyed, checking satisfaction levels on a series of factors related to the help they received. Survey findings enable Redhill Group to make actionable recommendations on strategies that increase overall customer satisfaction with the quality and efficiency of service the client’s customers receive and courtesy and knowledge of operators providing technical information.
John Wayne Airport 2007 Passenger Survey
John Wayne Airport’s 2007 Passenger Survey : Customer Satisfaction Survey
The Redhill Group conducted over 400 telephone and intercept surveys with residents and departing passengers to measure travelers’ general opinions and attitudes about the airport as well as usage frequency. Results of the study focused on areas of customer service that were in need of improvement, and showed comparisons in overall satisfaction to that of past five waves of the survey. Results of the 2007 study recommended improvements in food concessions, accessibility of airport arrival and departure information and other factors that would improve frequency of use.
Field Surveyors - Restaurant Location Studies
We are looking for field surveyors for Los Angeles County . We need people to visit local fast food restaurants and survey the customers. We have assignments all over the county, so when replying, please let us know what cities you are willing to work in. The times are Lunch (11:30am-2:00pm) and Dinner (5:00pm to 7:30pm) during the week, and Lunch on Saturdays.
We have a lot of flexibility with assignments and scheduling. However, once you are scheduled for an assignment we can not change the schedule. You must have internet access, good transportation, and good penmanship.
Allowances are paid per assignment and include round-trip mileage.
If you’re interested in becoming a Field Surveyor, we’re interested in hearing from you! Please contact us
Total Quality Management Program Components
Total Quality Management in Mystery Shopping
Total quality in a mystery shopping program starts with measuring the right performance factors and understanding what level of performance needs to be achieved to meet customer expectations without wasting money on service customers consider to be superfluous.
Redhill Group has the knowledge and resources to identify the critical performance factors and determine the relevant performance level that needs to be achieved to meet customer needs. Redhill Group also offers the expertise needed to design an evaluation instrument that collects the necessary data efficiently.
Mystery shoppers are trained to maintain their anonymity, and are provided with appropriate ‘covers’ and responses to key questions that may be required to maintain their appearance as regular customers.
Mystery shoppers are also thoroughly trained to provide objective assessments of the service provided and conditions encountered, and to support negative findings with actionable specifics.
Redhill Group also has a system in place to validate every individual mystery shop, ensuring the resulting data is both valid and actionable.
These specific steps, along with Redhill Group’s extensive experience conducting mystery shopping programs ensure that your mystery shopping program will deliver results that can be used to effectively improve service performance and customer satisfaction.
Total Quality Management
Redhill Group is committed to obtaining the highest quality data for its clients. This starts with a clear understanding of market research objectives and expert survey design. As survey projects are conducted, Redhill Group closely monitors every aspect. Key components of our Total Quality Management program include:
- Experienced questionnaire designers capable of developing survey instruments that will not introduce bias through question wording or order of presentation.
- Full-time quality management supervisors to assure data integrity. Immediate review of completed surveys to ensure completeness, accuracy and internal consistency. Random call-backs to respondents to verify selected responses.
- Use of Random Digit Dialing samples and automated tracking of contact attempts to survey “hard to reach” respondents with the same frequency as those more readily available. Redhill Group can also track responses to questions and revise sampling selection during survey execution to adjust for any non-response bias.
- Surveys are always pretested to make sure respondents clearly understand all questions and test alternative incentives.
- Silent monitoring of surveys in progress to ensure that questions are asked in a consistent and accurate manner, and that bias is not introduced with the surveyor’s tone of voice.
Redhill Group consults with each client to present the survey data in a manner that is meaningful and meets the client’s needs. Redhill Group staff then analyzes survey data to develop final reports with findings and actionable recommendations for decision makers.
Flexibility of Survey Design
Redhill Group’s proprietary CATI system (Computer Assisted Telephone Interviewing) has been custom-designed to meet the most demanding requirements of sophisticated market research. The flow of questions and responses is completely unconstrained, allowing survey design to follow any pattern desired. Some of the specific capabilities include:
- Automatic rotation or random order rotation of both responses and questions to eliminate response-order bias.
- Online calculations based on a combination of respondent answers and client provided formulas. The result can then be inserted into a pre-determined follow-up question.
- The ability to automatically track call-backs that respondents might request in order to complete the survey at a more convenient time, thereby improving the response rate.
Complete In-House Research Facilities
Redhill Group offers a complete range of research services from focus group research design and execution, telephone survey and sampling design, CATI, Internet and mail-out data collection, focus group moderation and complete statistical analysis and reporting. Performing all project work in-house enables Redhill Group to provide clients with complete quality control. It also ensures a clear channel of communication that allows Redhill Group to achieve all project objectives within the required timeline. Our in-house capabilities include the following key project elements:
- Survey and sampling design is completed by Redhill Group staff with input and review by our clients. This ensures that Redhill Group completely understands all project objectives and provides and provides clients with the benefit of our extensive practical experience in market research surveying.
- Redhill Group conducts all telephone surveying in-house, utilizing surveyors and supervisors who are experienced in the subtleties of market research. This also allows Redhill Group to provide detailed surveyor training for each project and to silently monitor surveying in progress to guarantee that data is collected in a consistent and unbiased manner.
- Surveys are routinely conducted in both English and Spanish. Additionally we’ve performed surveys in Korean, Vietnamese and Mandarin Chinese, allowing our clients to reach important ethnic groups.
- All data analysis and reporting is performed in-house, ranging from custom cross tabulations to multivariate statistical analysis. Reporting goes beyond standard data tables to provide actionable recommendations, including color charts highlighting key findings.
- Redhill Group’s surveying procedures achieve high response rates for client surveys.
A National Market Research Firm
Redhill Group conducts market research projects for clients throughout the United States, Canada and England including nationally representative studies as well as regional surveys. We have conducted work in states including Alabama, Arizona, Connecticut, Delaware, the District of Columbia, Idaho, New Mexico, Florida, Illinois, Maryland, Nebraska, North Carolina, New York, Virginia, Washington, Wisconsin, Pennsylvania, Texas, Ohio, Oregon and British Columbia.
Redhill Group’s CATI system integrates time zone and area code information to ensure that respondents are contacted at optimal times within each time zone.
Orange County Transportation Authority : SR-22 HOV Lane Performance Evaluation Study
Orange County Transportation Authority : SR-22 HOV Lane Performance Evaluation Study
In 2007, the Redhill Group conducted the SR-22 HOV Lane Performance Evaluation Study for Orange County Transportation Authority. The study was done in preparation for a $550 million project to expand California’s Garden Grove Freeway, which would result in significant changes including conversion of limited access HOV (High Occupancy Vehicle) lanes to continuous access.
Redhill Group’s study measured carpooler and commuter awareness, perceptions and opinions of continuous access HOV lanes, addressed the implementation of continuous access HOV lanes and opening HOV lanes to all motorists during off-peak periods. Telephone surveys of 1,084 households were conducted to determine the impact of these changes, which provided statistical accuracy of +/-3% at a 95% confidence level.
The methodology entailed even distribution of survey instrument across 13 surrounding cities including unincorporated geographical areas and compiling a respondent pool containing at least 70% monthly SR-22 users. The study found while awareness of resulting continuous access HOV lanes was low, support for them was high. Almost half the respondent pool felt continuous access HOV lanes improved efficiency and safety.
Redhill Group communicated conclusions of the study, which included the public’s favorable attitude toward all future HOV lanes being continuous access, extending continuous access to all other existing California freeways and opening HOV lanes to all motorists during off-peak hours.
National Publication
National Publication
The Redhill Group conducted a survey of advertisers for a national publication to address several key issues that could influence selection of the publication for advertising purposes. Redhill Group assessed their interest in alternative editorial content options, publishing schedule, and magazine layout.
The interviews were conducted with top executives that control advertising expenditures, and were fielded by Redhill Group’s team of executive interviewers who have the skills and experience necessary to overcome the challenges of reaching and interviewing high level managers. The results of this study are being used to guide the company in fine tuning this publication to maximize advertising revenues.
Children’s Museum : Awareness and Attitudes Survey
Children’s Museum : Awareness and Attitudes Survey
Prior to the Children’s Museum opening its new facility, the Redhill Group conducted telephone surveys with both the general public and teachers who played a pivotal role in generating awareness of the new facility.
The survey measured awareness and attitudes toward the science museum and other entertainment alternatives so that Children’s Museum marketing management could position the center to effectively meet consumer needs. The teacher survey also provided a model of communication channels to ensure that important promotional information effectively reached the right people in a timely fashion. The original baseline study was used to design marketing communications and promotional efforts for the introduction of the museum to the community.
A second study, conducted two years later, measured the progress that had been achieved in general awareness and provided information to fine-tune both marketing communications and to determine which potential exhibits would be most successful.
Firm Profile
Redhill Group is a full-service market research firm founded in 1988 by Mark McCourt. Our objective for every project is to combine extensive marketing expertise with technical research skills to assist clients in effective planning and decision making. Redhill Group has developed the in-house capabilities for telephone interviewing, Internet surveys and mail survey processing, as well as complete statistical analysis and data processing. Performing projects entirely in-house has enabled us to improve cost-effectiveness, timeliness and ensure complete quality control.
The Redhill team possesses strong backgrounds in marketing and market research. Their strengths include new product development and concept testing, product and service positioning strategies, advertising testing and tracking and customer satisfaction.
Redhill Group serves a wide variety of industries including consumer products and services, health care, publishing, financial services, business supplies, transportation, nonprofit organizations, grocery products and real estate. Clients rely on Redhill Group to provide the information they need to make the best possible strategic business and marketing decisions.
Projects conducted by Redhill Group include telephone, web-based and customized mail surveys, focus groups, intercepts and in-depth executive interviews.
Medical Technology Supplier
Medical Technology Supplier
A nationally recognized Medical Technology Supplier’s first product was a tremendous market success. Following its test, the company introduced a similar concept. Although this was a big improvement over previous options, there were a series of unknowns including whether the additional cost would be justified, and whether territorial issues would make it difficult to transfer this type of testing from central labs to ER’s and coronary care units.
To address these issues, Redhill Group interviewed cardiologists, ER physicians, and central lab directors by phone. The results of this study provided the information needed to properly price the product, determine which features to emphasize to each part of the buying team, and identify the name which will most effectively promote the product line’s success.
The product line has since been introduced and has been a tremendous success both in saving lives and providing the client with a rapidly growing revenue stream.
National Home Goods Supplier
National Home Goods Supplier : Intercept Study
A leading National Home Goods Supplier conducted a study to assess how mat purchases are impacted from one geographic region to another. Redhill Group designed an intercept study to assess selection criteria as it related to regional climates to achieve client objectives.
To determine the regional differences, Redhill Group selected New York, Chicago and Los Angeles as three key regions to target across the United States for this study. Four hundred intercept interviews were conducted at eight retail mass merchandise stores.
Once the data collection was completed, Redhill Group built a model of purchase behavior as it related to regions as well as retail locations. The information gathered by this study was subsequently used by the National Home Goods Supplier for positioning strategies that took geographic regions and the store into account to maximize sales.
Community Recreation Organization
Community Recreation Organization: Baseline Awareness and Attitude Study
The Redhill Group conducted a baseline awareness and attitude study for a nonprofit community recreation organization. Survey results included awareness of the organization’s objectives, programs, and locations. It also identified residents’ attitudes towards the organization.
The survey was conducted by telephone interviews of a random selection of 600 residents. Survey results included awareness of the organization’s objectives, programs, and locations. It also identified residents’ attitudes towards the organization. This was the first study of its kind conducted for the community recreation organization, and served as the basis for marketing efforts to increase both membership and contributions. The study was also used to measure progress over time for future waves of the survey.
General Market Research Qualifications
Southern California Regional Rail Authority : On-Board Performance Audit
Southern California Regional Rail Authority : On-Board Performance Audit
The Southern California Regional Rail Authority contracted with Redhill Group to ensure it’s providing the highest level of service to the community. The Redhill Group conducted ongoing audits of their operations for safety and customer satisfaction.
The Southern California Regional Rail Authority contracted with Redhill Group to conduct several Metrolink Onboard surveys. This planning study requires Redhill Group’s extensive experience in designing and managing large-scale onboard transit surveys in order to ensure high response rates and valid data, as well as timely project completion.
Redhill Group’s team of senior transportation research managers developed sampling plans. The sampling methodology was devised to yield statistically valid and reliable data (+/- 5% accuracy at the 95% confidence level).
Fine Dining Restaurant
Fine Dining Restaurant : Full Service Restaurant Mystery Shop Program
Redhill Group developed a professional mystery shopping program for a fine dining restaurant utilizing well-trained mystery shoppers to provide objective and independent feedback assessing performance of restaurant staff and operations.
Redhill Group conducts weekly shops for each meal at each location providing actionable feedback that managers use to ensure that loyal customers continue to dine frequently, first time diners come back again, suggestive selling is used to maximize revenue, and that all customers provide the most valuable and influential type of advertising; positive word of mouth referrals.
National Quickserve Restaurant Chain
National Quickserve Restaurant Chain: Service Excellence Mystery Shopping
Redhill Group developed a comprehensive mystery shopping program for a world-leading quickserve concept, shopping over 350 stores on a monthly basis. Mystery shoppers were assessing the friendliness and efficiency of service, upselling for maximum per-ticket volume and cleanliness of the dining environment with appropriate signage always in place. The program included promotion to store staff, presentation of $20 gift cards for winners, and “Oops” cards mailed to stores that specified what needs to be improved to become a winner. Summary reports were provided at the district, region and national level and helped increase both per-ticket levels and total long-term volume.
Regional Shopping Centers
Regional Shopping Centers : Security and Valet Parking Performance Evaluation
As major entertainment center our client offers a unique entertainment and shopping experience that draws consumers from throughout a major metropolitan area. To ensure the client’s continued success, it is important that valet parking works efficiently and courteously, and that security staff are deployed to provide a safe atmosphere for visitors.
Redhill Group conducted mystery shops of valet parking throughout the hours of operation, and while there, determined the number and location of security staff. Security team members were also asked for directions to determine how they handled inquiries.
Redhill Group has periodically repeated this survey for the client, who has used the information to ensure that both valet and security staff is conducting their services in an effective and professional manner.
National Consumer Truck Rental Company
National Consumer Truck Rental Company : Customer Service Audit Study
Redhill Group created a quality assurance audit program that helped a national consumer truck rental company improve the service quality its reservations department provides to potential customers.
National Consumer Truck Rental companies compete directly with several other national truck rental companies. Most truck rental reservations are made via telephone, rather than in person at the point-of-service pick-up / drop-off locations. Since this telephone call is usually the customer’s first contact, it is essential that the reservation agents provide customer’s with courteous, knowledgeable, and efficient service in order to close the sale.
Although price and fleet availability are core competition factors in this industry, the individual companies recognize that the quality of service provide during the telephone reservation process can provide a competitive edge.
Based on the particular nature of this industry, Redhill Group created a quality assurance audit program that helps to improve the service quality its reservation services provides to potential customers. Redhill Group conducts ‘mystery shop’ service audits each month by telephone for all stores throughout Southern California, Arizona, and Las Vegas. The Redhill Group service audits assess the level of customer service provided at each store.
Redhill Group has designed a reporting system that provides a complete program to measure performance levels and serve as an employee incentive to continuously improve performance. Redhill Group research program tracks, measures, and evaluates critical reservation services including the agent’s knowledge about trucks and their ability to assess customer needs in an accurate and timely manner.
Redhill Group’s detailed monthly service audit report provides a management tool that identifies overall reservation service averages, positive and negative trends, and any specific areas that may require improvement.
National Blind Manufacturing Company
National Blind Manufacturing Company : Sales Performance Audits
To ensure that its sales team pro-actively meets customer needs, a National Blind Manufacturing Company contracted with Redhill Group to audit the quality of its service for all locations of the Mid-Atlantic retail chain in addition to retail locations of key competitors.
In order to keep their leadership position in the market, the client has worked consistently with the Redhill Group to conduct weekly surveys of customers who purchase the products and installation services.
Redhill Group designed a survey process that captures immediate feedback by conducting a brief telephone survey on the customers’ satisfaction level with the custom made blinds, the quality of service they received at the retail site, and the quality of service they received from the professional measurer / installer. The surveys are conducted within a few days of the customer’s installation date and management is immediately alerted of any dissatisfied customers by Redhill Group’s customized “Fax Action Alerts.”
Redhill Group’s rapid customer feedback service allows the client’s management to promptly resolve any product or service issues. Redhill Group also provides a weekly data file of survey results, coded by store location, customer name, purchase date, salesperson name, measurer name, and installer name, thus allowing the client to monitor overall customer satisfaction levels.
Luxury Watch Manufacturer
Luxury Watch Manufacturer: National Mystery Shopping Study
Redhill Group provided a leading luxury watch manufacturer with a detailed evaluation of the role of salespersons in influencing the consumer’s purchase decision process.
Redhill Group conducted a mystery shopping study to assist the luxury watch manufacturer with understanding how its watches are sold at the retail level. Redhill Group conducted the study in 10 major cities across the United States. This distribution represented approximately 10% of the retail outlets where the luxury watches are sold.
Based on research findings, Redhill Group provided the luxury watch manufacturer with a detailed evaluation of the role of salespersons in influencing the consumer’s purchase decision process. The luxury watch manufacturer has used the research recommendations to create a sales staff education program and to reposition its watches relative to the competition.
Explore Our Suite of Report Formats
Entertainment Spotlight is a quarterly consumer survey that is conducted with 600 randomly selected households and provides access to critical research question at an affordable cost. Clients use Entertainment Spotlight to monitor:
- Consumer awareness and attitudes
- Brand preferences
- Advertising effectiveness
- Interest, usage, and trial of new products and services
- Competitive positioning
Digital Marketraks is an informed source on what consumers are and are not doing on the digital front. From cell phones to digital cameras to I-Pods, entertainment is not just a home based experience. As consumers take entertainment with them, we provide you with monthly and quarterly profiles that allow you to follow how they are using the latest technology.
High-def Marketracks is the comprehensive source of information for trends in high definition adoption and usage. We track consumer awareness, attitudes and purchase intent on high-definition hardware and software. Monthly and quarterly profiles are available allowing you to track subtle shifts in consumer behavior.
The report provides and in-depth analysis of movement within the high-def market based on data collected from 600 randomly selected US households and covers:
- High-def Ownership
HDTV
Set-top players
Game consoles - Length of Ownership
- Awareness
- Purchase intent
- Entertainment Consumption
Mystery Shopping
Fine Dining Restaurant : Full Service Restaurant Mystery Shop Program
Redhill Group developed a professional mystery shopping program for a fine dining restaurant utilizing mystery shoppers trained to provide objective and independent feedback based on the client’s specific performance factors. The objective assessment was designed to result in actionable recommendations that increased positive word of mouth referrals and improved customer service. Read more here.
Luxury Watch Manufacturer: National Mystery Shopping Study
Redhill Group performed a national mystery shopping program designed to provide a leading luxury watch manufacturer with a detailed evaluation of the role of salespersons in influencing the consumer’s purchase decision process. Read more here.
National Quickserve Restaurant Chain: Service Excellence Mystery Shopping
Redhill Group developed a comprehensive mystery shopping program for a world-leading quickserve concept, shopping over 350 stores on a monthly basis. Performance factors assessed included friendliness and efficiency of service, upselling for maximum per ticket volume and maintaining a spotless dining environment. Read more here.
Ad Tracking
National Publication
The Redhill Group conducted a survey of advertisers for a national publication to address several key issues that could influence selection of the publication for advertising purposes. Redhill Group assessed their interest in alternative editorial content options, publishing schedule, and magazine layout. Read more here.
Children’s Museum : Awareness and Attitudes Survey
Prior to the Children’s Museum opening its new facility, the Redhill Group conducted telephone surveys with both the general public and teachers who played a pivotal role in generating awareness of the new facility. Measuring awareness and attitudes through this feedback allowed for more effective marketing campaigns targeting the right audience in a timely fashion. Read more here.
Community Recreation Organization: Baseline Awareness and Attitude Study
The Redhill Group conducted a baseline awareness and attitude Study for a nonprofit community recreation organization. Survey results included awareness of the organization’s objectives, programs, and locations. It also identified residents’ attitudes towards the organization. Read more here.
Transportation
John Wayne Airport ’s 2007 Passenger Survey : Customer Satisfaction Survey
The Redhill Group conducted a survey to measure travelers general opinions and attitudes about the airport as well as usage frequency. The study consisted of both telephone and intercept surveys with residents and departing passengers. The data provided information on airport facilities, services and amenities as well as feedback on customer service needs that are not being met. Read more here.
Orange County Transportation Authority : SR-22 HOV Lane Performance Evaluation Study
In 2007, the Redhill Group conducted the SR-22 HOV Lane Performance Evaluation Study for Orange County Transportation Authority. The study was done in preparation for a $550 million project to expand California’s Garden Grove Freeway, which would result in significant changes including conversion of limited access HOV (High Occupancy Vehicle) lanes to continuous access. Redhill Group conducted an awareness study for carpoolers and commuters to measure support for opening HOV lanes during off-peak hours. Read more here.
Southern California Regional Rail Authority : On-Board Performance Audit
The Southern California Regional Rail Authority contracted with Redhill Group to ensure it’s providing the highest level of service to the community. The Redhill Group conducted ongoing audits of their operations for safety and customer satisfaction. Read more here.
Product Positioning
Medical Technology Supplier
A nationally recognized medical technology supplier that had experienced tremendous market success with its first product was ready to launch a similar concept. Although this was a big improvement over previous options, there were a series of unknowns including whether the additional cost would be justified, and whether territorial issues would make it difficult to transfer this type of testing from central labs to ER’s and coronary care units. Redhill Group helped assess feasibility of the concept through a series of interviews. Read more here.
National Consumer Truck Rental Company : Customer Service Audit Study
Redhill Group created a quality assurance audit program that helped a national consumer truck rental company improve the service quality its reservations department provides to potential customers. Read more here.
National Home Goods Supplier : Intercept Study
A leading National Home Goods Supplier conducted a study to assess how mat purchases are impacted from one geographic region to another. Redhill Group designed an intercept study to assess selection criteria as it related to regional climates to achieve client objectives. Read more here.
Customer Satisfaction
National Blind Manufacturing Company : Sales Performance Audits
To ensure that its sales team pro-actively meets customer needs, a National Blind Manufacturing Company contracted with Redhill Group to audit the quality of its service for all locations of the Mid-Atlantic retail chain in addition to retail locations of key competitors. Read more here.
Regional Shopping Centers : Security and Valet Parking Performance Evaluation
As a major entertainment center our client offers a unique entertainment and shopping experience that draws consumers from throughout a major metropolitan area. To ensure the cllient’s continued success, it is important that valet parking works efficiently and courteously, and that security staff are deployed to provide a safe atmosphere for visitors. Read more here.
National Consumer Goods Provider: Customer Satisfaction Study
Redhill Group conducts regular studies for this client’s customer service call center. Customers who have utilized the call center are contacted and surveyed on a range of topics to measure satisfaction with the company’s customer service. Read more here.
Mystery Shoppers
Redhill Group is searching for mystery shoppers. Assignments are primarily conducted for our restaurant clients, with a number of ongoing projects at all times. Mystery shopping studies are traditionally performed over extended periods, therefore openings are offered on an ongoing basis.
Redhill Group shoppers can receive full meal reimbursement, excluding alcohol. Shoppers are not required to take all assignments, and Redhill Group can not guarantee availability of work at all times. While shoppers will seldom shop the same restaurant more than once per month, they have the option of taking assignments for multiple clients.
We provide a thorough training seminar so that you can give quality feedback our clients expect from us.
If you’re interested in becoming a mystery shopper, we’re interested in hearing from you! Please contact us.
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Redhill Group is a preeminent full-service market research firm specializing in Transportation, Entertainment, Customer Satisfaction, Mystery Shopping, Product Positioning and Ad Tracking. Redhill Group was founded in 1988 with the goal of helping clients assess their customer service through a combination of advanced research skills and marketing expertise. Businesses and organizations in both the private and public sectors have sought our expertise for over twenty years, benefiting from services ranging from focus groups to telephone surveys.
Creating customer feedback programs tailored to clients’ specific objectives and needs counts among Redhill Group’s chief areas of expertise. Our services have positioned hundreds of clients for the best possible customer service, improving business with increased customer satisfaction, loyalty, retention and positive word of mouth referrals.
Redhill Group is synonymous with quality research and reporting that provides insightful and actionable recommendations on every occasion. We are a different kind of research firm, achieving unparalleled efficiency and accuracy with complete in-house resources being among the many advantages we offer our clients. Our reputation for excellent quality control continues to garner many repeat clients along with new ones.
Case Studies
Case Examples: Challenges & Solutions
Redhill Group has garnered a wide client base across several industries relying on our customer satisfaction research expertise. Extensive experience with customer satisfaction methodologies allows Redhill Group to routinely create and execute research programs that measure, evaluate and track customer satisfaction and service performance.
Redhill Group recognizes that each particular client has different needs in this area of research. As members of their research team, Redhill Group helps identify particular challenges and then tailors a customized research program to help achieve their specific customer satisfaction objectives.
The following are examples of customer satisfaction research programs Redhill Group has provided its clients:
Casual Dining : Customer Satisfaction : Service Mystery Shops
Redhill Group and a national casual dining chain establishment jointly designed a comprehensive auditing process that was subsequently executed by Redhill Group. Read more about this study here.
National Blind Manufacturing Company : Sales Performance Audits
To ensure that its sales team pro-actively meets customer needs, a national blind manufacturing company contracted with Redhill Group to audit the quality of its service for all locations of the Mid-Atlantic retail chain in addition to retail locations of key competitors. Read more about this study here.
For more information contact us.
Total Quality Management Program
Redhill Group has earned clients’ repeat business through a better understanding of their research needs and an industry-leading quality management program ensuring data is accurate, actionable and representative.
Ultimately, the effectiveness of Customer Satisfaction research is greatly influenced by the quality of data collection and data integrity Redhill Group provides. The following measures are taken to achieve unbiased data:
- Thorough interviewer training. Redhill Group’s interviewer-training program teaches interviewers skills that help them achieve specific project objectives. As part of the training, all of Redhill Group’s interviewers are required to complete test surveys prior to beginning actual data collection surveys.
- Silent monitoring. Silent monitoring is an integral part of Redhill Group’s Quality Assurance Program. Surveyors are routinely monitored throughout their shifts to check that questions are asked in a neutral tone.
- Supervisors periodically spot-check respondents’ answers. Supervisors record answers throughout interviews, which are also recorded by interviewers. Checking their answers against the interviewers’ is one measure we take in ensuring answers are correctly recorded.
- Easy access to survey data allows for constant verification. Redhill Group’s CATI system allows easy access to survey data, making it easy to recognize any data that was inaccurately recorded.
- Redhill Group introduces itself to respondents as an independent research firm. Pointing out that respondents are not speaking directly with the service/product provider increases the likelihood of receiving candid feedback.
The reliability of customer satisfaction data can also be influenced by the survey’s response rate. Redhill Group makes sure to capture opinions from both satisfied and dissatisfied customers.
The research methodology developed and employed by Redhill Group achieves the highest possible response rate in a cost-effective manner by working around the customer’s schedule and offering numerous calling alternatives. Redhill Group allows respondents to:
- Participate in a survey when they are called
- Schedule a callback appointment at the respondent’s convenience if they cannot participate at the time they’re called, or if the survey in progress is interrupted
- For respondents who are unavailable, Redhill Group leaves a toll-free number on their answering machine/voicemail, asking them to call us back.
- If only one call attempt was made to each potential survey respondent, the survey results would reflect feedback only from “easy to reach” customers. To maximize survey participation rates, Redhill Group has a call-attempt tracking system allowing for multiple call attempts to be made to each potential respondents at varying times of the day.
These techniques have consistently achieved high response rates for Redhill Group. Offering a number of convenient calling alternatives for respondents gives Redhill group wider survey participation and an improved level of data integrity.
In-House Advantages and Resources
Redhill Group houses a state-of-the-art, 30-station CATI (Computer Assisted Telephone Interviewing) call center onsite which is widely used in conducting Customer Satisfaction research. Having an in-house call center ensures high data quality and quick turnaround time in a cost effective manner. Redhill Group has proprietary software programmed into our CATI system to give clients maximum flexibility in terms of customized research programs.
Redhill Group offers its clients a complete customer satisfaction survey program that provides timely, actionable and cost-effective results. Redhill Group conducts most Customer Satisfaction research by telephone so that customer feedback can be quickly obtained and communicated. Telephone interviewing is preferred for the following reasons:
- With the faster turnaround times provided on telephone surveys, more actionable data is provided.
- Telephone research delivers much higher participation rates than mail and Internet surveys, thereby providing considerably more valid and representative information.
- Telephone surveys provide the opportunity to probe for more detailed and clearly understood explanations of the customer’s needs, further improving the quality of data. Mail/Internet surveys have the potential for ambiguous responses and unanswered questions which Telephone surveys can avoid.
- Telephone surveys conducted on CATI systems significantly reduce the amount of lost information clients risk with illegible handwritten mail surveys and data entry errors.
- Telephone surveying provides an opportunity to alert businesses about dissatisfied clients in a timely manner, allowing them to remedy situations that might otherwise result in lost business in the future.
- Telephone customer satisfaction surveys are more competitive in that clients are not confronted with the costs of postage, printing and data entry costs.
- Redhill Group’s rapid response Customer Satisfaction research gives clients a competitive edge in managing their business relationships.
Commitment to Clients
The quality of research conducted by Redhill Group is partly influenced by our understanding of each client’s particular needs and objectives. Similarly, the effectiveness of research conducted by Redhill Group is influenced by the client’s understanding of the data and its management applications.
In order for our work to genuinely meet your needs, Redhill Group views itself as an extension of your management team. Redhill Group is committed to working closely together to provide the follow-up support needed for market research to serve as an effective management tool.
Redhill Group believes the development of meaningful and actionable research data starts at the beginning of a project. Our firm routinely conducts kick-off meetings with clients at the beginning of projects to ensure we thoroughly understand all project objectives.
In addition to kick-off meetings, steps we take to maintain smooth partnerships include:
- We’re receptive and prompt in responding to all client calls and inquiries.
- We provide frequent and regular progress reports. Information about any delays are immediately communicated to clients.
- Redhill Group works as a team with clients to ensure they understand the data and how to apply it. Redhill Group does not believe in “data dumping.”
- Redhill Group takes care to address all problems or concerns clients have regarding our research in support of our commitment to the best possible service.
As part of your research team, Redhill Group also provides frequent and regular communication regarding project progress. Our CATI system allows project managers to easily monitor data collection status, and adjust staffing requirements if necessary. We keep you informed and notify you immediately if unexpected delays occur that are beyond Redhill Group’s control.
We take professional pride in the quality of business relationships we cultivate in addition to the quality of research we conduct. We do not believe in locking our clients into long-term contractual obligations, rather we let our research quality serve as the best means of growing lasting relationships.
Redhill Group appreciates the value of customer satisfaction research and is committed to providing clients with a level of service that reflects that. Redhill Group’s goal is not to simply meet clients’ expectations, but to exceed them.
Customer Satisfaction Expertise
An effective program will identify service factors or geographic areas with outstanding performance in addition to those requiring corrective action for improved performance. When actively utilized by management, Customer Satisfaction research will result in increased sales and market share by better meeting current and potential customer needs.
Redhill Group has developed Customer Satisfaction expertise through years of experience conducting ongoing studies. The first-hand knowledge gained over this period gives us the edge in avoiding pitfalls less experienced firms may run into.
Whether conducting a complex study to assess in-depth customer attitudes or a simple project designed to provide rapid response, Redhill Group believes your program must be customized to meet your specific needs. Rather than use the same scale in every situation, Redhill Group approaches each client’s business as a unique relationship between clients and consumers.
Redhill Group has expert knowledge of selecting the scale that maximizes the value of your research. Potential scales for customer satisfaction include:
- Completely satisfied to completely dissatisfied
- Always satisfied to never satisfied
- Satisfied on all factors to not satisfied on any factors
- Extremely satisfied to not at all satisfied
- Much better to much worse than competition
- Exceeds all requirements to does not meet any requirements
- Exceeds to does not meet expectations
- Extremely likely to not at all likely to recommend to a coworker or friend
- Solely buy from this company to never buy from this company
- Extremely to not at all likely to switch brands
Redhill Group doesn’t limit clients to one “right” number of choices on a rating scale, as we are cognizant of the strengths and weaknesses of each approach. Where a four-point scale commits respondents to a positive or negative rating and a five-point scale offers a neutral category, respondents’ general feelings reflect this to give insufficient opportunities for differentiation. Conversely, seven-point scales that offer more differentiation are not easily utilized by respondents.
Customer Satisfaction Qualifications
Total Quality Management
Redhill Group works with many leading corporations and research centers where large and timely data collection requirements exist, and high data integrity is critical for the management decision-making process. Redhill Group has earned these clients’ repeat business through a better understanding of research needs and an industry-leading quality management program that ensures data that is accurate, actionable, and representative.
Ultimately, the effectiveness of customer satisfaction and mystery shopping is greatly influenced by the quality of data collection. Redhill Group provides its clients with an established Total Quality Management program that ensures data integrity.
Our Mystery Shopping Expertise
Our expertise has been developed through years of experience conducting ongoing mystery shopping studies for numerous clients selling services as well as tangible products. Redhill Group’s first-hand knowledge of mystery shopping research provides insight for designing meaningful and effective programs while avoiding the pitfalls that less experienced firms may not be able to navigate. This in turn has ensured Redhill Group implements the most effective programs in order to improve customer satisfaction and generate increased sales and market share.
Some of these pitfalls leading to suboptimal or even misleading results include:
- The program measures the wrong performance factors.
- The right factors can be measured, but performance goals may be too low or too high.
- Mystery shoppers may be poorly trained, therefore providing subjective results.
- Mystery shopping reports may be completely fabricated.
- Results may not be provided in a format that makes it easy to take effective corrective action.
- Using the knowledge and experience we’ve gained performing hundreds of mystery shopping projects, Redhill Group has arrived at a six-step process to avoid these and other potential pitfalls, guaranteeing your mystery shopping program’s success.
- Redhill Group works closely with you to develop a clear understanding of your organization’s goals and keys to success in your competitive environment.
- We subsequently develop a customer-driven, optimal shopping experience including identification of the performance factors that produce a positive experience.
- Appropriate performance levels are established for each key performance factor to ensure customer expectations are being met, and that undue expense is not incurred.
- Quantitative and objective measures of performance are established to ensure that results are actionable and facilitate corrective management action.
- Redhill Group thoroughly trains mystery shoppers to provide objective assessments of the service provided and conditions encountered, and support any negative findings with actionable specifics.
- We also conduct a comprehensive quality control program with our mystery shoppers to ensure that all data is valid, accurate and actionable.
Redhill Group remains cognizant that even when asked, people rarely report poor service directly to management. The consensus among customers is that management really doesn’t want to hear about. Beyond that, in many cases the customers themselves don’t want to be bothered with the additional work of dealing with management also leading to inadequate feedback.
This lack of feedback prevents management to quickly and effectively addressing any shortcomings in service delivery. An effective mystery shopping program can provide that feedback in a timely and actionable format to provide positive motivation for employees, and quick identification of areas that need improvement.
Why Conduct Mystery Shopping?
“That which gets measured gets done.”
– Tom Peters, Author, In Search of Excellence
As Tom Peters notes, if nothing is measured, there is no motivation to meet customer service requirements — and if customer service requirements are not being met, customers will go where they are being met.
Whether an organization provides a service or product, the perceived value is being assessed by each customer at every point of customer contact. If customer needs are consistently met, this increases customer loyalty and positive word of mouth referrals — both of which lead to increased sales and profits.
Despite the well-documented need for good customer service, poor service still abounds, continuing to hurt organizations’ profitability.
The top 10 reasons for poor customer service are:
1. Nothing is measured.
2. There are no standards.
3. Employees are rewarded for productivity instead of performance quality.
4. What is important to customers is not what is important to management.
5. Measurement is not performed consistently.
6. The measurement of performance is done incorrectly.
7. Poor quality mystery shoppers (biased and subjective reporting without specifics to back up low ratings).
8. Lack of quality control in mystery shopping.
9. Incorrect scales are employed in reporting.
10. Reporting of results is not timely, or in the format needed to provide effective corrective action.
Mystery Shopping Qualifications
Transportation Qualifications
Statistical Significance