TPQ Analytics · Touch Point Quality Analytics

Touch Point Quality, measured across your whole business.

Not a mystery shopper. A TPQ analyst.

Independent TPQ analysts use our own developed software and app to measure every touch point (people, systems and marketing). Every result is an objective YES/NO, backed by video, audio and image evidence, so every recommendation can be checked.

Ask for a DemoSee how it works
International franchises availableFind out more →
  • iOS & Androidanalyst application
  • IndependentTPQ analysts
  • Evidencevideo, audio & images
  • Every leveldashboard reporting
  • POPIArequirements adhered to
What is TPQ Analytics?

A full-circle analytics system for every touch point

Touch Point Quality Analytics is a full-circle analytics system. Basic knowledge and customer interaction points are measured objectively, evaluated and reviewed, and workable solutions are put forward to strengthen individuals, teams and business units.

The ability to test specific Key Performance Indicators at every level and provide actionable solutions creates opportunities for growth and competitive advantage.

“Customer experience is a consequence of TPQ.”
  • 01

    Developed software & application

    A system built by TradeScope IQ through integrated software and an application.

  • 02

    Genchi Genbutsu: going to the source

    We go to where the touch point actually happens and measure it there.

  • 03

    High-performance teams & businesses

    Built to help create high-performance teams and businesses that operate in a winning culture.

  • 04

    Legislation & POPIA

    The process adheres to legislation and POPIA requirements.

TPQ analyst vs mystery shopper

Not a mystery shopper. A TPQ analyst.

Mystery shopping looks at the business through the customer's eyes during a visit. TPQ Analytics goes further: a TPQ analyst measures the touch points through the whole chain, including people, systems and marketing, and captures the evidence on our own app.

A face-to-face conversation at a service desk
Typical mystery shoppingTradeScope IQ TPQ Analytics
ScopeThe customer's experience of a visitEvery touch point through the whole chain, including people, systems and marketing
Who measuresA shopper posing as a customerAn independent TPQ analyst, selected to the planned demographic and briefed per question
How it's capturedQuestionnaire or report on the visitOn the TradeScope IQ application: objective YES/NO measurement
EvidenceVaries by programmeVideo, audio and images linked to each action and reviewed against the results
OutcomeFindings on the visitDashboards at every level, implementable solutions with how-to guidance and optional training
End-to-end touch points

We measure the whole chain

We agree with you what needs to be measured (which touch points or knowledge), how it is measured and by whom. Then we measure it the same way, every time.

PeopleInteraction and basic knowledge
SystemsProcesses behind the touch point
MarketingHow the business reaches the customer

Assignment types

  • Physical visit
  • Phone call
  • Web inquiry
  • Social media link
  • Observation
Measured and reported per
  1. Action
  2. Department
  3. Business
  4. Group
  5. Project
Operational flow

How it works

A continuous loop: identify, measure, review, report, resolve and, where needed, train. Then start again.

  1. 1Identify & PlanDefine KPIs, touch points, method and timelines.
    • A collaborative effort to ensure the measurement of KPIs
    • What needs to be measured (which touch points or knowledge)
    • How it needs to be measured: physical visit, phone call, web inquiry, social media link and observation assignments
    • By whom it needs to be measured (demographic)
    • Setting standards and focus for measurement
    • Creating departments and measurement questions per department
    • A comprehensive brief per question, reviewed against the questions
    • Timelines for the total project, tasks per business unit and reporting
  2. 2MeasureAnalysts capture objective YES/NO results with video, audio and image evidence.
    • A quality analyst and timeline assigned to each task
    • Analyst brief sent; analyst confirms understanding of the brief on the application
    • Measurement captured on the application: objective analysis (YES/NO)
    • Analyst review of the captured data
    • Collateral linked to each action (video, audio, images)
    • Analyst confirms completion on the application
    • Dashboard updates automatically at completion
  3. 3Review & AnalyseResults checked against clear standards at every level.
    • Dashboard review of completion
    • Results reviewed against clearly defined standards per action, department, business, group and project
    • Collateral reviewed against the results
    • Quality of collateral reviewed (kaizen)
  4. 4ReportDashboard reporting with evidence, per agreed period.
    • Clear and relevant
    • Access to collateral
    • Reporting on KPIs measured per action, department, business, group and project
    • Dashboard driven
    • Additional requirements reviewed (kaizen)
    • Reporting per period specified
  5. 5ResolvePractical, easy-to-implement solutions with how-to guidance.
    • Solutions built for identified shortfalls and gaps
    • Solutions for, and interpreted on, every organisational level
    • Solutions that are implementable (ease of use)
    • Focus on the “how to” factor: proper guidelines on how to implement
  6. 6Train (optional)Additional training where it is needed, then the loop starts again.
    • Expert remedial solutions and additional training
The advantages

Why TPQ Analytics gives you answers you can trust

01

Developed software & app for measuring

Our own system, built for measuring TPQ.

  • Analyst application on both iOS and Android, combined with a reliable back-end system
  • The brief is confirmed, the measurement captured and completion confirmed on the app
  • Measurements captured by type and category
  • Dashboard updates automatically when an assignment is completed
  • A customisable platform to suit any business need
02

Accurate, objective analysis

Every result measured the same way, against the same standard.

  • Objective YES/NO measurement
  • Independent TPQ analysts, recruited with a unique analyst recruiting plan to suit every business profile
  • A comprehensive brief per question, reviewed against the questions
  • Results reviewed against clearly defined standards and compared against evidence and benchmarks
  • Quality of collateral reviewed continuously (kaizen)
03

Clear reporting at every level

Easy-to-read dashboards through all levels of the business.

  • Clear and relevant, dashboard-driven reporting
  • KPIs reported per action, department, business, group and project
  • Access to the collateral behind the results
  • Reporting per agreed period
04

Recommendations backed by verifiable evidence

An objective, evidence-based reporting platform.

  • Video, audio and image collateral linked to each action
  • Collateral reviewed against the results
  • Solutions built for identified shortfalls and gaps at every organisational level
  • Implementable solutions with proper how-to guidelines, and additional training where needed
  • Adheres to legislation and POPIA requirements
Benefits

What TPQ Analytics is built to deliver

  • Conquest of new guests

    Win new customers at the touch points that matter.

  • Retention of guests

    Improve your Customer Satisfaction Index and customer retention.

  • Sales & profit

    Better touch points to support an increase in sales and profit.

  • Lower staff turnover

    Aim to reduce staff turnover in all business units.

  • A strong foundation

    For customer-centric programmes and high-performance training.

  • Reduced opportunity cost

    More effective spending, focused where the gaps are.

Industries

Where we measure

Staff member greeting a customer at a store entrance
Staff member helping a customer at a supermarket shelf

All retail environments

From the welcome at the door to help at the shelf, and the systems and marketing behind every sale.

Receptionist welcoming a guest at a hotel front desk

Hospitality industry

Every guest touch point, from first inquiry to check-in.

Barista serving a customer at a café counter

Food industry

Counter service, knowledge and the guest experience.

Receptionist talking with a customer at a car dealership

Automotive industry

Showroom, reception, phone and web touch points.

Footprint & track record

National in South Africa. Cross-border in four more countries.

TradeScope IQ measures touch points nationally in South Africa and cross-border in Namibia, Botswana, Eswatini and Lesotho.

Corporate references available on request. Ask us →

ZASouth AfricaNational
NANamibiaCross-border
BWBotswanaCross-border
SZEswatiniCross-border
LSLesothoCross-border
Technology

A customisable TPQ platform, white-labelled for the world

TradeScope IQ technology was built to create a customisable platform to suit any business need in terms of measuring TPQ (Touch Point Quality). The application used by our analysts runs on both iOS and Android. The application and back-end system have been white-labelled to create the opportunity for international use by other companies.

  • World-class applicationto measure TPQ, combined with a reliable back-end system
  • Unique analyst recruiting planto suit every business profile
  • Objective and evidence-basedreporting platform
  • White-labelledfor international use by other companies
International franchise opportunities

International franchises available

Bring TPQ Analytics to your market.

We are inviting driven entrepreneurs internationally to bring TPQ Analytics to businesses in their country or region, using our white-labelled application and back-end system.

  1. 1Ask for a demo
  2. 2See the platform live
  3. 3Discuss your territory
Ask for a Demo

  • The TPQ operational flow

    Identify & Plan, Measure, Review & Analyse, Report, Resolve and optional Train.

  • White-labelled app & back end

    iOS and Android analyst application with a reliable back-end system.

  • Analyst recruiting plan

    Our unique analyst recruiting plan to suit every business profile.

What's next

Always improving

Continuous improvement

Identifying possible improvements and upgrading the software and application on a continuous basis.

Diversify

Creating additional opportunity in more business environments to improve on TPQ categories.

AI, in development

Using AI to improve on unbiased resolution of TPQ shortfalls and opportunities.

FAQ

Questions we're often asked

How is a TPQ analyst different from a mystery shopper?

A TPQ analyst measures touch points through the whole chain (people, systems and marketing), not only the customer's experience of a visit. Each measurement is an objective YES/NO captured on our own app, with video, audio and image evidence linked to it.

Which touch points can you measure?

We decide together what needs to be measured. Assignments can be physical visits, phone calls, web inquiries, social media links and observation, and they cover customer interaction as well as basic knowledge.

What evidence do we get?

Collateral (video, audio and images) is linked to each action, reviewed against the results, and accessible through the reporting.

How are results reported?

Through easy-to-read dashboards at every level, per action, department, business, group and project, for the reporting period agreed with you.

What about POPIA?

The TPQ Analytics process adheres to legislation and POPIA requirements.

Where do you operate?

Nationally in South Africa and cross-border in Namibia, Botswana, Eswatini and Lesotho. Corporate references are available on request.

Contact

Ask for a Demo

Tell us about your business, and we'll show you how TPQ Analytics measures every touch point. Email us directly at info@tradescopeiq.com.

Opens your email app, addressed to info@tradescopeiq.com.By sending an enquiry, you agree to our Privacy Policy.
Ask for a Demo