05
Services in
this category
Channels and Customer Experience
Sell through the channel, audit it, and keep the customers you have.
Most revenue passes through distributors, dealers, branches and key accounts, and most of it is lost or kept there. These five services show you what is happening in the channel and with your customers, independently measured, and turn it into actions your sales and service teams can take.
Who this is for
- Sales heads
- Channel heads
- CX heads
Our Channels and Customer Experience services
Dealer's Voice: Distributor and Dealer Research
Read moreAn independent survey of your distributors and dealers on margins, stock, service and loyalty, benchmarked against the channel, with direct input for your incentive design.
- Dealer and distributor survey
- Margin and stock-turn benchmarks
- Channel satisfaction and loyalty
Channel and Distribution Strategy
Read moreChannel mapping and coverage gaps, margin structure and terms benchmarks, route-to-market options compared, and distributor selection criteria you can apply immediately.
- Channel mapping and coverage gaps
- Margin structure and terms benchmark
- Route-to-market options
Mystery RFQ
Read moreScripted enquiries by phone, email and visit to your distributors and sales desks, and to your competitors', measuring response time, accuracy and pricing, with a scorecard and corrective actions.
- Scripted enquiry by phone, email and visit
- Response time, accuracy and pricing captured
- Competitor sales-desk comparison
CSAT, NPS and Key-Account Programmes
Read moreRelationship and transactional CSAT and NPS, in-depth key-account health interviews, project satisfaction reviews, and a dashboard that tracks actions to closure.
- Relationship and transactional CSAT/NPS
- Key-account health interviews
- Project satisfaction reviews
Retail and Franchise Audits
Read moreStore and branch audits, franchisee compliance checks and mystery shopping that measure availability, pricing, compliance and service at the point of sale, with a scorecard against your standards and benchmarks.
- Store and branch audits
- Franchisee compliance checks
- Mystery shopping
Which service do you need?
- I need to know what my dealers and distributors really thinkDealer's Voice: Distributor and Dealer Research
- I need to design or redesign my route to marketChannel and Distribution Strategy
- I need to see how my sales desks respond to an enquiryMystery RFQ
- I need to measure and manage satisfaction in my key accountsCSAT, NPS and Key-Account Programmes
- I need to audit my stores or franchiseesRetail and Franchise Audits
Frequently asked questions
What is IMR's Dealer's Voice research?
A dealer and distributor survey that benchmarks margins and stock turns, measures channel satisfaction and loyalty, and gives input for incentive design.
What is a Mystery RFQ?
A covert audit of how distributors and sales desks respond to an enquiry. Scripted enquiries are made by phone, email and visit; response time, accuracy and pricing are captured and compared with competitors' sales desks, with a scorecard and corrective actions.
Does IMR run CSAT and NPS programmes?
Yes — relationship and transactional CSAT/NPS, key-account health interviews, project satisfaction reviews, and a dashboard with action tracking.
Can IMR help design a channel and distribution strategy?
Yes. IMR maps channels and coverage gaps, benchmarks margin structures and payment terms, compares route-to-market options and sets distributor selection criteria.
2019
Operating since
400+
Projects completed
1,000+
Brands served
Pune · Toronto
Offices
Clients include 3M, ABB, Deloitte, Honeywell, Cargill, Dow, Panasonic, Novozymes.
Tell us the decision. We'll scope the evidence.
Share a few details and an IMR analyst will reply within one working day with a proposed scope, timeline and fee.
- 01An IMR analyst replies within one working day
- 02A 20-minute scoping call
- 03A written proposal with scope, timeline and fee