MS&Consulting Co.,ltd.
Company Profile
OUR MISSION
We connect customers with stores, employees with executives and devote to “building a mentally wealthy society.”

Who We Are
We, MS&Consulting, are a leading marketing
research company with more than 15 years ofexperience in Japan. We help clients get toknow their customers better by conducting
research via the method of mystery shopping.
Our monitors would be sent to various shops touse and evaluate the services being provided.
Currently, we are overseeing more than 400,000
evaluators nationwide in Japan and there areover 22,000 cases being conducted each month.
Our clients are all related to the service sector
one way or another such as restaurant,cosmetics, hospitality, banking, retails etc.

Up to22,000
Cases
MonthlyMore than
15 years ofexperience

400,000+
Evaluatorsin Japan

What We Do ＜Our Services＞＞

1 MYSTERY SHOPPING RESEARCH
We provide an effective marketing research tool via the mystery shopping method to facilitate an indepth customer insight for our clients based on real customers’ perspective. At MSR, we provide bothquantitative and qualitative data reports.

MYSTERY SHOPPING RESEARCH – FLOWCHART (from start to delivery)

ResearchDesign andPlanning

MonitorRecruitmentand ResearchRequest

ResearchImplementation

Reports
Submission andContentConfirmation

ResultDelivery

On to thenext
ResearchWithin One-month Period
MYSTERY SHOPPING RESEARCH – FEATURES

A specialized web-based alongwith an analysis site to display
the research findings. Ready tobe printed or downloaded atconvenience. The results include
but not limited to Top-Down andgap analyses, trend analysis andverdict on improvement priority.

We provide knowledge-sharing support
via practical training tools such as movies
or story board based on the findings inorder to help all of the staff andemployees to grasp the understanding of
the results at ease, regardless of theiremployment service time or whether they
are part-timers or managers.

Equipped with the abundant resources
to help facilitate the meetings, including
meeting sheets, objective setup forms,individual discussion guidelines etc. We
also have a great number of prepared
tools that can help boost theeffectiveness of enhancement activity.

What We Do ＜Our Services＞＞
2 BUSINESS CONSULTINGWe also specialize inproviding consulting
services to our clients toassist them in identifying
issues and provide
solutions to maintain andincrease the customer
loyalty rate in order toyield higher performance
result as well as assisting
our clients in creating asolid structured
enhancement for theiroperations.

CORE PROCESS FOR ON-SITE
ENHANCEMENT CYCLEMSR Report
Analysis andSharing ofFindings

Execution andEnhancement

Service-Profit
Chain
Structure

Goal andActions
Clarification

We work together with all
fields in the service industry;from restaurants and retailshops all the way to hair salonsand teller counter services.

BranchMeetingOn-siteMeeting

IssuesExtraction

3 EMPLOYEE SATISFACTION ASSESSMENT
We offer a tailored anonymous assessment tools that will help you comprehend the employee satisfactionlevel at your organization. It is often hard to know or even hear the exact feelings that your staff or
employees may have. Via our tools, issues such as issue concerning team management would be
pinpointed more precisely. Hence, it is useful to be able to validate the thoughts and feelings or attitudes
that staff and employees have toward whether their leaders or the organization as a whole.

Employee
Impressive
Satisfaction

Profit

1st 2st 3st 4st
Increased ProfitCustomer
Impressive
Satisfaction

What is CS?
WHAT IS CUSTOMER SATISFACTION (CS)?
CUSTOMERSATISFACTION

EXPERIENCEEXPECTATION

Boosting Your Customer Satisfaction
There are 3 essentials in increasing your customer
satisfaction (CS). First of all, get to know your customer.
Secondly, provide them with an enhanced service.
Lastly, repeat the same pattern of enhancing yourservice for your customers.

1Know your customers from their perspective“KNOW YOUR CUSTOMERS” means understanding the real sense of your customers’ expectation.
However, customer surveys alone would be inadequate to understand everything. Moreover, apractical method would be to also know how your employees perceive their daily interactions withyour customers.

2Provide enhanced service to your customers

Service is not a tangible product. Therefore, in order to be able to provide an enhanced or
improved services, the workers must feel the desire in doing so. Simply put, it is important thatthey must take pride in their positions and feel that it is worth doing.

3Create a well-structured enhancement cycle

Rather than a temporary enhancement, it is advisable to maintain the process cycle of know-yourcustomer and realizing the desiring result and make it is continuously implemented. It is importantto create and maintain a lasting well-structured and firm organizational environment.

At MSR, we provide the solutions to the challenges you may have.

Some of Our Clients in Japan

Contact UsMS&Consulting Co.,ltd.
4-9 Nihonbashi Kodenma-cho, Chuou-ku, Tokyo-to 103-0001 JAPANE-mail msc-info@msandc.co.jp