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 ABOUT US

 

 


DMS is the French leader in Mystery Shopping services and is a founding member of the first worldwide Mystery Shopping network: the IMSA.








 

 

DMS: STRATEGISTS IN QUALITY OF CUSTOMER CARE

 

 

Our primary calling is to be the link between the consumer world and the corporate world:

? Firstly, by assisting Corporations in defining and expressing their strategy in terms of Customer Care standards and to devise a System of Reference for optimal QUALITY.

? Secondly, by measuring what truly happens in stores or more generally where products and services are daily provided to Customers.

? Thirdly, by presenting the key findings resulting from the measurements to your teams so as to help them conceive and implement methods for corrective actions.

Such a strategy improves the quality of customer care being delivered daily to your customers while furthering a better understanding of their expectations, leading to greater customer satisfaction and increased customer loyalty
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THE 6 DMS SPECIFICITIES

1.  SPECIALISTS IN CUSTOMER CARE PROGRAMS

 

DMS is fully dedicated to developing methods, techniques and Quality of Customer Care measurement programs:

? Quality of Customer Care
? Quality of the Sales Environment
? Quality of Product Referencing & Brand Presence
? Quality of Sales Team Performance
? Quality of the Steps to Achieve Customer Loyalty


Whether our projects involve prestigious brands, neighbourhood stores, nationwide or worldwide Clients, small scale or large scale projects, DMS will find the solution to each one of your needs & concerns.
 

2.  OUR APPROACH TO MYSTERY SHOPPING

Measuring Quality through Mystery Shopping is at the core of the DMS offer:

? Prior to performing the measurements at the point of sale, preliminary studies are conducted to draft our Clients’ specific system of reference.

? After the in-the-field measurements have been conducted, DMS releases the results and offers tools to help managers and teams better understand the Key Findings.

? Key findings are then expressed in action plans to be presented to managers and teams during “Operational Debriefings Prior to Action” (DOPAs), an exclusive DMS offer.

3.  A DENSE & DIVERSIFIED NETWORK OF DMS QUALITY EXPERTS

Our network of over 6750 Quality Experts covers France as well as the French overseas departments and territories.

This dense network of Quality Experts distributed over an extensive variety of profiles allows DMS to cover all socio-professional groups and to accurately match the specific Customer types you need to focus on.

DMS fieldwork teams are always developing and implementing innovative methods and processes to ensure training, briefing and management of our network of Quality Experts.

4.  POWERFUL DATA PROCESSING & ANALYSIS TOOLS

Constantly pursuing technological excellence, DMS has developed a set of cutting edge IT tools pertaining to:
 

? Adaptable database structures
? Data processing applications
? Data analysis applications
? Fieldwork allocation, follow-up & control
? Web tool development


The DMS teams of IT developers devise solutions in tune with each of our Clients’ needs.

5.  SYSTEMATIC CONFORMITY CONTROLS ALONG THE DMS WORKFLOW

DMS teams develop and implement strict conformity controls relevant to each step of the DMS workflow to ensure DMS quality standards are systematically met.

Any situation or fieldwork data which does not comply with our conformity standards is systematically singled out and adequate corrective action is taken (typically consisting of re-launching the visit in the following hours).

The performance of every DMS team member, whether working at the head office or performing measurements in the field as a Quality Expert, is periodically appraised to determine the quality of her/his input in the DMS workflow.

6.  FIELD OF ACTION STRETCHING THROUGHOUT THE WORLD

? DMS is a founding member of the IMSA network (International Mystery Shopping Alliance), the first worldwide Mystery Shopping network.

? DMS is an active member of the sector’s professional association: the MSPA (Mystery Shopping Providers Association).

 

     

     


 

 

BRANCH OF INDUSTRY EXPERTISE

 

 

? Automotive Industry
? Transportation (Air & Ground)
? Personal Health Care
? Cosmetics
? Luxury Goods
? Tourism
? Laboratories
? Pharmacy
? Food Processing Industry
? Home & Decoration
? High Tech
? Local Merchants
? Banking & Insurance

 

DMS is a founding member of the first worldwide Mystery Shopping network: the IMSA (International Mystery Shopping Alliance).








 

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