From evaluation to innovation

Customer experience measurement

Mystery shopper program

Corparate training

• 150,000 mystery shoppers

• 350,000 evaluations conducted

• Online results 24/7

Lanla is one of the most

highly respected companies in

Canada in the field of customer

experience evaluation and in

the management of quality of

service measurement programs.

Lanla Marketing Research is a customer satisfaction strategic management consulting firm. With

its extensive expertise in the evaluation of the quality of service, in the operational management

of standards of excellence, and in corporate training, Lanla’s team is particularly well-equipped

to offer you an experienced consulting service, effective evaluation programs, advanced

statistical analyses, as well as customized training programs. This wealth of knowledge will

directly contribute to increasing the level of your customer satisfaction, increasing your sales

and/or reducing your operating costs.

Lanla clearly sets itself apart from its competitors by optimizing the quality of its evaluation

results. In fact, Lanla has developed a unique, scientifically sound, methodology that allows for the

measurement of customers’ expectations and perceptions. The use of this method is unique to

Lanla and represents a revolution in the industry of “mystery shopper” type marketing research.

That is why Lanla has over 150,000 mystery shoppers of various socio-demographic profiles,

deployed mainly across Quebec, Ontario, and New Brunswick; but also across all of Canada.

« Lanla is a dedicated partner committed to the success of the National Bank’s Mystery Shopper Program. Its vast expertise and invaluable advice contribute to improving customer experience. »

Dominik GiassonPrincipal Director, Marketing Research and Market Intelligence – National Bank

CONSUMER PSYCHOLOGY

Our measurement programs and innovative solutions directly contribute to increasing your

sales and reducing your costs. Our approach involves identifying the important moments of

truth in the eyes of your clients, thus allowing you to transform your everyday activities into

tangible actions.

An approach that drives customer satisfaction, loyalty, and profitability.

Marketing research & measurement

• Mystery shopper program: Evaluation at the branch, by telephone, or on your website following a unique, scientifically sound, methodology

• Competitive analysis

• Internet or e-mail survey: done both in terms of our own cohort and of your existing customer base

• Psychological analysis of the consumer: Analysis of behavioral patterns in the natural environment

• In-store auditing

• Qualitative Data Analysis Service

• Call monitoring and supervision (call centers)

marketing research

“Your clients are working for you!”

AWARENESS + TRAINING + CONFERENCES

• A wide range of tools for promoting awareness

• Service standards, customer expectations and perceptions

• A game-based and experiential approach, concrete and easily accessible

• Development of training agendas directly pertaining to the findings that emerged from your mystery shopper program

• A needs analysis based on the targeted objectives

• The creation of customized activities

• Customized training workshops

• Management skills development

With its team of training experts and its network of

trainers, Lanla is particularly well-equipped to offer its

clients, and their employees, trainings and awareness

sessions developed specifically for service companies

and retailers across the entire Quebec territory.

training

“You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.”

Walt Disney

MYSTERY VISITS + SATISFACTION REPORT

Evaluate your customer service by means of mystery

shoppers! Inspired by the customized customer

service measurement programs used by major

corporations, serviCheckTM evaluations are designed

for merchants, retailers, restaurateurs, and service

business owners. A simple, fast, and affordable

way to gauge your customer service strengths and

weaknesses! Your results and our recommendations

will help to improve the profitability of your business!

Our approach is quite simple: The customer’s perspective!

Each customer. Each visit. Each one of the details that

really matter! We will help you increase the potential

of your company! With serviCheckTM, Lanla offers to

become your eyes and ears at your branches. With

the information collected, we will help you build a

lasting relationship with your customers based on their

satisfaction.

Observation, evaluation and recommendation!

“Your clients are working for you!”

serviCheckTM

Using a customer-based approach, Lanla will visit your competitors in order to evaluate,

quantify, and analyze their performance in comparison with your standards of quality.

This information is crucial when we are striving for excellence!

POINT-OF-PURCHASE OBSERVATIONS

What we will do:

• Advise you on the best methodology to use

• Establish a scale and evaluation scenario to compare you with

• Compare you to your competitors, based on customer appreciation

• Measure the operational performance of your competitors using mystery shoppers

• Compare your prices

...will allow you to:

• Know your strengths and weaknesses as well as those of your competitors

• Draw comparisons in order to better evaluate yourself in relation to your competitors

• Understand the best practices in your industry

• Contribute to the improvement of your training programs

• Gain a competitive advantage

competitive analysis

Unique Methodology in Canada

1 2 3 4 5 6The consumer entersthe evaluation datain their Internetbrowser

Data is verified andvalidated by thebrowser

Data is automatically sentvia the Internet

Unique PID technology

PID, “Customer intelligence on demand”! We have developed a computer technology specifically designed to meet the demands of our mystery shopper programs. Your team will have access to its own database directly online, set up according to your specifications. Simple and user-friendly, PID is a unique technology at your service, offering you real time access to your evaluation results! Charts and graphs – download your results!

How about a demonstration?

Lanla is the only Canadian company to offer these solutions.

CUSTOMEREXPERIENCE

OPTIMIZATION

Unique Methodology in Canada

1 2 3 4 5 6Verification, data processingand periodic computer-generated reports

Lanla is the only Canadian company to offer these solutions.

Report and datawarehousing in yourpersonalized database

Real time on-line accessto results for executivesand managers

Who is Lanla?

Lanla Marketing Research is a customer satisfaction strategic management

consulting firm. With its extensive expertise in the evaluation of the quality of service,

in the operational management of standards of excellence, and in corporate training,

Lanla’s team is particularly well-equipped to offer you an experienced consulting

service, effective evaluation programs, advanced statistical analyses, as well as

customized training programs. This wealth of knowledge will directly contribute to

increasing the level of your customer satisfaction, increasing your sales and/or

reducing your operating costs.

Our multidisciplinary team is made up of experienced and dynamic professionals,

specialized in the fields of customer satisfaction, marketing, industrial psychology,

psychometrics, statistics, project management, and finally, training. Furthermore,

what really makes our company unique is our army of evaluators/mystery shoppers.

Recruited and trained in line with specific criteria, we have over 150,000 mystery

shoppers of different socio-demographic profiles ready to adequately and efficiently

meet the needs of each one of our clients across Canada.

In other words, we propose to become your eyes and ears, and it’s with the collected

information that we can help you establish a long and lasting relationship with your

customers.

• Continuous evaluation of your customer’s activities• Uniformity in your quality standards• Access to your own on-line database• Real time access to your evaluation results• Continuous improvement through training

We investigate for a vast client base operating in diverse areas of activities from the SME to the big companies.

Thus, our target market is made up of businesses in which services and/or products are in direct contact with the consumer.

“We can’t improve what we don’t measure”

see your business in a different way

your customer’s way

MARKETING RESEARCH + TRAININGCONSUMER PSYCHOLOGY

WHY CHOOSE LANLA?

Lanla is a cutting edge marketing research firm that will answer all your

needs in customer satisfaction evaluation through its strategic alliance of

information technology, psychology and customer service expertise. Our

objective is to contribute to the success of your “Customer Service

Chain”. In this sense, we wish to become a priviledged partner in the

attainment of your objectives by giving you the necessary tools and

services to consolidate your efforts by improving quality.

CONTACT US!

To get more information about our products and services, contact us

directly or visit our web site.

597, Sir-Wilfrid-LaurierBeloeil (Quebec)CanadaJ3G 4J1

T 450.464.5265 1.866.333.5265F 450.446.3628

www.lanla.com