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- Most companies know how their customer experience scores compare with last year, or how one location performs against another. What they often don’t know is what customers experience with their competitors. That comparison matters. Customers don’t judge a store visit, sales conversation or service request against your internal target. They compare it with the service they receive elsewhere. Through competitor benchmarking, Helion Research measures the same customer journey across different brands. This shows you where you
- The sale creates a customer, but the After-sales service keeps them. Even though this is the part of the customer journey that often has the greatest impact on loyalty, it receives less attention than the purchase itself. A smooth buying experience can quickly be forgotten when a return, repair or refund becomes difficult. Conflicting information, long waiting times or having to explain the same problem several times can all affect whether a customer chooses your brand again. Helion Research evaluates the complete after-sales
- If you're only measuring what's going well, you risk missing the very issues that are costing you customers. Good research should help you understand the full customer experience, not just confirm what your numbers already tell you. - Response times are fast, but the customer’s question is not actually answered. - Conversion is high, but only because teams rely heavily on discounts. - Satisfaction scores look positive, but customers who left without buying were never asked. - Service scores are strong, but the returns or after-sales
- A customer asks, “Which one would you choose?”, and then... the salesperson recommends your competitor. You may have invested in product training, retailer support and in-store visibility, but the salesperson’s recommendation can still heavily determine which brand leaves the store. Helion Research measures which products are recommended, why they are recommended and how your brand performs against competitors across different retailers and markets. Want to know what salespeople are saying about your brand? Contact us:
- Companies invest heavily in generating leads, but often have little visibility into what happens after an enquiry reaches a store, dealership or sales team. How quickly does someone respond? Is the customer given the right information? Does the conversation move towards an appointment or purchase? And is there any follow-up if the customer does not decide immediately? Helion Research uses mystery enquiries to measure these steps across locations, teams and markets. This helps businesses identify where leads are being lost,
- The advertised price isn’t always the real price; discounts, cashback, promotions, financing options and a salesperson’s room to negotiate can all change the final offer. That makes it difficult to know how your pricing really compares with the competition, especially across different retailers, locations and sales channels. Helion Research measures the offers customers actually receive. We help brands track price compliance, compare competitor discounts and see how pricing strategies are being applied in the real world. Because the
- We’re #hiring. Interested? Let us know at jobs@helionresearch.com!
- A large mystery shopper panel is useful, but he right shopper is what makes the research valuable. Someone evaluating a luxury boutique needs a different profile from someone assessing a dealership, auditing a retail display or testing an online customer journey. And this is where Helion Research stands out: our global network includes over half a million evaluators across 100+ countries. Size is only part of the story, though! Our shoppers are carefully profiled, trained and certified, allowing us to select people who genuinely
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