Institute for Quality-Monitoring
and Productivity in Customer-Service.

Monitor the quality of service of your logistics,
parcel and mail delivery to control your
channels and networks.

Mail

Quality Monitoring
EN 13850
Monitor the quality of service in your store or retail outlet directly at the point-of-sale to measure the performance of your retail network.

Retail

Mystery Shopping
and Store-Monitoring
Service Quality from the Customer's Perspective on Hotlines, Support, After-Sales and Customer Service.

Service

Support- and Customer
Service-Monitoring

Accredited institutions and companies rely on the quality of service monitoring tools of Spectos.

  • BPN
  • TNT
  • BA, Bundesagentur für Arbeit
  • PoMo, Post Modern
  • quality system for Hermes Logistik Gruppe, Jörg Sziegoleit
  • OTTO

To provide you with proven and reliable services Spectos is regularly certified and audited according to
ISO 9001:2008, EN 13850, EN 14534.
Regarding the customers perspective we respect the ESOMAR guidelines for market research and panel management.

  • Spectos-certification-cen
  • Spectos-certification-esomar
  • Spectos-certification-ISO 9001-2008-EN 13850-EN 14534

Spectos tools are based on five elements which represent the customer’s point of view and hence our perspective on Quality of Service:

  • 1. The customer defines quality!

    If your customers are happy, you will be too! Quality of Service can be perceived very differently depending on the products and services in question – at the end of the day it’s always the customer who decides what quality is and what it isn’t.

    We believe quality can’t be generated from books, departments or formalities, but as part of day-to-day business with the customer.

  • 2. KPIs based on the voice of the customer!

    A measurement is never the reality. Measurements, figures and reports come close; however they represent only a restricted image of the reality out there.

    That’s why we believe that focusing on the voice of the customer, results in the most relevant KPIs. Reliable performance indicators on the customer’s perception of quality will encourage your employees to focus more than ever on quality of service.

  • 3. Capture data as it happens!

    We believe that any data concerning your products and services should be captured at the point of interaction with the customer.

    Our goal is to encourage the customers to make their voices heard. We then turn these responses into assured, relevant and objective reports, helping you to make better decisions with the customer’s needs at mind.

  • 4. Coherent and visually appealing reports!

    Reports should be coherent and pleasing to the eye– at least it shouldn’t be punishing. Dozens of reports are of no use to anyone, if the person who created them is the only one who can understand them.

    We believe customer feedback and quality of service reports should be visually appealing, easy to understand and accessible to everyone in the company.

  • 5. Do nothing but leave nothing undone!

    Quality of service monitoring should ultimately lead to better decisions, making better business.

    We can’t manage the quality of your business but we can point you in the right direction and help you focus on getting things done!

Spectos featured Product: Feedbackstr
Feedback from your customers in realtime

Feedbackstr-customer-instant-feedback-poll-survey-realtime

Create survey

It is free and fast to create a feedback survey with feedbackstr. Use feedbackstr templates for stores, restaurants, events, products, presentations or build your own survey.

Share

Get an instant Shortlink and QR Code to share it among your people, customers or your organization. With plenty of sharing options you can reach all your audience.

Be aware

Realtime reports help you to act instantly on feedback. A cross-device reporting web-app enables you to get reports live and direct, whenever and wherever you are.

Collect instant feedback and let your people tell you what they like about your service or product.

Try it! It’s free!


Find out more about Spectos, our projects, tips on Quality-Monitoring and lots more in our Service Crunch Blog