4 SERVICE GROUP

International research company

managing customer experience

2021
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INTERNATIONAL DEPARTMENT

Assist marketing agencies and clients

in collecting and processing data
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BRAND STORY

2001 2005 2006-2009 2010

4Service company Member of mistery Opening 9 NEW 35 000 shoppers

was established in Kiev shopping providers offices in western
operational hub. association MSPA Europe Europe and CIS 100 projects

The first mystery 300 000 evaluations

shopping provider in CIS per year
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BRAND STORY

2011 2012-2016 2017-2019 2010

New brand 4Service 1 500 000 visits done Customer experience Sheduling world wide
Scheduling created transformation become 4Service
as a B2B field partner 450 000 shoppers company grew 350% international
for mystery shopping
Covering 55+ countries
providers in Europe 11 offices opened
and beyond
Elite member of MSPA
2 times in a row
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OFFICES
Belarus Russia +1 500 000
Surveys performed
Austria Kazakhstan
in 2019
Ukraine

98%
Georgia
Romania
of companies extend
Azerbaijan the contracts year by year
Turkey

+55
countries cover
in-house
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COLLABORATION HISTORY
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COVERAGE

Subcontractor
In-house
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MARKETING RESEARCH DIGITAL TECH

Quantitative: CATI, СAPI, CAWI, Big data
Face-to-Face, panel Sarafan
Qualitative: focus groups, in-depth Spectra
interviews, observations Guest track
Customer Journey Map
Service Design Chat bots

CX
MANAGEMENT
& SOLUTIONS
MOTIVATION AND CONTROL CX CONSULTING
Classical, Motivational and Service model
Competitive Mystery Shopping Development of service standards
Mystery applicant Service Propaganda
POS audit, merchandising Trainings, school of directors
Price monitoring
Sensus
SMM audit

HOW WE WORKS?
Full cycle undertaken
any amount of quotation
Integrated & creative partner
In case you need to design and create your market
research from scratch and find service insights.
We are ready to support you in providing analytics
09
Project approach
Fieldwork & strategic partner
Whether you already have a brief and you need
a tactic partner for your end client. Client-focused
in order to remains cost effective in meet your tar-
geting price. 2 steps of validation.
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QUALITY CONTROL
– Shoppers, Proofreading And Anti-fraud

1 Entrance control
Regular shoppers and auditors
2 Primary testing
MSPA start book education
3 Shoppers grade
Constant evaluation of the
recruiting Basic training for technical and work quality
Screening call at the registration behavioral modules Regular rating
stage Anti-fraud Big data check Selection of typical custom-
Signing contract ers and best shoppers in the
segment

4 Project certification
Test questions for every shopper
5 Artifacts (geo points, photos and checks)
Completeness of audio and
6 Validation
100% proofreading of all
Understanding the specifics of photo artifacts surveys
the project Anti-fraud check QA sample selection double
Knowledge of Client standards Big data match check check
Artifacts quality, etc. Geo points in every survey Internal on-hold check
based on AI
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PROJECT PROCESS CHAIN

– 1 Week For Fast Launch

Project Materials First Surveys Launch And Actions And

Set-up Analyze Feedback Execution Rfas
Actions: Actions: Actions: Actions: Actions:

Location list adjustment Surveys and shoppers in- Agile approach to get cli- Constant RFA team QA team kpi’s for open dis-
and analyze using work- structions analytics ent’s feedback cussions
force and technology Equal weekly splits
Current materials upgrade Mismatches corrections Support in every country
Possible failed locations
cleaning

Value: Value: Value: Value: Value:

Up to 50% less of failed Relevant tools and up to 40% Happy client and objec- Fast responses and Great communication and
visits less validation mistakes tions KPI’s completion tracking project involvement
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SURVEY ROADMAP
48 Hours To Reach the Company

Shoppers Location Survey Quality Survey Reporting Retrospective

Profile Evaluation Proofreading Assurance Delivery Meeting
Selection Check
All stages of certifica- Mandatory artefacts 10 hours for 100% 10% of surveys addi- Online RFA re- Service report per Goals completion
tion – 95% Comple- proofreading tional revision sponse each country
tion KPI Free reshop whether Clients feedback
we have a mistake Geo targeting check Proofreaders grade Dedicated teams Consolidated report
Shoppers grading – for all markets Next waves goals
min 90% 10 hours of survey Big data check QA indicator forma- Operational report set-up
fulfilment tion (RFAs, compliance,
etc.)
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RESEARCH PROCESS

Audience selection according Regular shoppers’ Fraud prevention Regular rotation of

to your business profile grade standarts mystery shoppers

FIELDWORK & STRATEGIC PARTNER

Whether you already have a brief and you need

a tactic partner for your product or end client
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NUMBERS WE ARE PROUD OF

+55 +450 29
countries
coverage
ongoing
projects
languages
we speak

4.5m 98% 18
service
evaluations
extend the contracts
from year to year
years of
experience