Outstanding Results Across Industries
O'Hare International Airport Mystery Shop Program
CRMS has managed the mystery shop program for the nation's third-largest airport, O'Hare International Airport, since 2018. Since the project's inception, we have conducted over 2000 secret shops across 100+ concessions spanning retail, food, and service industries. Our insights have been pertinent to improving customer service goals across the airport and employee incentive programs for concessionaires.
Duty-Free Store at O'Hare Airport
Since 2017, our trained interviewers have collected exit interviews targeting store customers. The survey is part of a quarterly tracker used to optimize the client's marketing initiatives. Surveys are conducted in Mandarin, Spanish, and English languages.
PACE, CTA, and Metra Rail
CRMS has worked on market research initiatives for public transit spanning Chicago and the suburbs. Recent projects include onboard surveys for PACE, focus group research for the CTA, and a customer segmentation study for Metra Rail.
Latin Policy Forum
CRMS has assisted the Latin Policy Forum in its effort to gain insight and to increase membership within its Multicultural Leadership Academy. CRMS was instrumental in providing moderating services for focus groups targeting their Hispanic and African American membership base.
Healthy Chicago Survey
For over five years, CRMS has conducted interviews for the Healthy Chicago Survey targeting residents in the Chicagoland area.
Services include call center management, multilingual staffing, and daily reports.
Please get in touch to discuss how our talented team can help you achieve results that matter.