why our clients choose us
Market leader in customer experience and employee experience
Market leader in mystery guest research and audits in the Benelux. We have been the partner of choice for dozens of customers for years.
Demonstrable experience thanks to real Customer Journey expers who knows how to avoid every pitfall in order to deliver projects succesfully and beyond expectations.
We visualize the current and desired situation, creating insights into the most important frictions, gaps and the moment of truth
A method that works from a customer perspective instead of organized processes. And that offers the possibility of integrate (existing) personas.
We do more than just carry out an assignment. We have provide solicited and unsolicited suggestions and advice, all with the aim of achieving lasting improvement
An online platform that is very user-friendly, with a user hierarchy and extensive export options. In addition, it is accessible 24/7 online or via a smartphone or tablet app.
An NPS score of no less than 73! Our customers are very satisfied with our way of woking and quality
There is a very wide range of researches. We can best classify them into three broad categories: for customers, for employees and for others. The latter is more about quality audits, candidate experience and discrimination surveys. > All surveys > Read more
Absolutely. An online customer shops differently compared to a customer in a physical shop. Online mystery shopping exposes the bottlenecks in your webshop, so that you can improve the online experience. The entire buyer journey is measured, up to and including the return of the purchase.
In a mystery guest research, we go through all the steps of the Customer Journey. At each step we measure how this step contributes to an excellent customer experience. Unique to our method is the ExperienceCapture in which conscious and subconscious emotions are recorded for each step.
Each research consists of Project Management, Briefing, Execution & Reporting. The cost for execution is the biggest part. This cost is influenced by the number of measurements to be performed, the complexity and length of the assignment and the profile of the mystery shopper. > More information
Thanks to the innovative reporting tools and the frequency of the measurements, you gain insight into the results in order to subsequently formulate action-oriented conclusions. Your impact will be: higher customer and employee satisfaction and higher turnover.
The results are brought together in a visual and user-friendly dashboard. The results and progress can therefore be followed live. You can consult the dashboard on desktop, tablet or mobile and that you can export the reports.
Many companies collect more and more data from their customers. This concerns data from their own systems as well as data from external (research) partners. Excap can help to connect these different data sources so that overarching insights arise to realise a final impact.
Every week we publish new insights on Customer Experience and Employee Experience. We find it important to share our own expertise with our network. Or we let excap's ambassadors have their say: satisfied customers with whom we made a real impact.
Definitely! Thanks to our extensive network of partners and years of experience with international projects, we not only > weglaten carry out mystery guest research all over Europe (and beyond) and also audits, customer journey research, consultancy and qualitative research. > To find out more
Employee experience is measured within different groups of employees, investigating different departments. Such a survey > research usually takes place once per quarter, but ideally every fortnight. In this way, progress and policy can be monitored and adjusted immediately.
Our mystery shoppers receive an extensive briefing before the start of their assignment so that they are always well prepared. The number of assignments per mystery shopper is limited in order to guarantee quality. On top, there's an internal control before the delivery of the final results.
Our database of over 5000 mystery shoppers consists of very different people. From young to old, from make-up lovers and handymen to teachers and engineers.
Of course. Ask your question by using the contact form and you will receive an answer as soon as possible. > Contact us
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