ARC Receives Outstanding Ratings For Editing Services

Editing price audits and mystery shops lead to stellar results in customer satisfaction.

At a Glance

Challenges

The previous editing company submitted multiple errors on final reports to the client, leading to frustration, low-quality final reports, and extra work.

Each CXE program utilizes different standards and editing criteria regarding the final product for each client. For example, one airport has significantly different editing requirements for price audits compared to another. An editor must understand the Client Guidelines for each CXE program, whether price audits or mystery shops.

Benefits

Since hiring ARC, consistent error-free reports have been delivered for several CXE programs. This enhances trust, strengthens client relationships, and reduces the risk of disputes or corrections, ultimately supporting long-term business success.

CXE's Client Satisfaction rates improved, as their clients have repeatedly expressed high levels of satisfaction with the final product. High client satisfaction enhances retention, encourages referrals, and strengthens CXE’s reputation, driving business growth.

CXE Program Administrators saved time and increased customer satisfaction. A refined, professional report by ARC meant very little time was needed by CXE to review reports. This allows CXE to focus on strategic priorities, improving efficiency, and overall client value.

The Client

For over 30 years, organizations have trusted CXE, formerly Customer Service Experts (CSE), to help retool, rethink and reinvigorate their customer and passenger experiences. A recognized industry leader, CXE works with airports, food and beverage, retail, and business and government clients to create some of the most innovative and successful customer experience improvement programs in the nation. With a stronghold in the airport arena, CXE is known for designing strategic airport customer experience and service culture programs that span across all passenger-facing teams airport-wide. CXE has earned the trust of airport executives and service partners including airlines, security, TSA, retail, food and beverage, and duty-free operations teams in over 100 airports across North America.

CXE partners with clients to develop a plan that addresses their unique challenges and delivers results that positively impact the customer experience and the bottom line. CXE provides a comprehensive suite of solutions including Performance Management, Training, Recognition & Appreciation, and Leader & Manager Development programs.

The Challenge

CXE required immediate editing services to review the initial submissions of their price auditors and mystery shoppers at nationwide airports and restaurants. It is always common for evaluations, surveys, or audits to contain several errors when initially submitted by an auditor or shopper. The editor's revisions ensure accuracy, quality, and professionalism using client-specific criteria. ARC's challenge was to replace the prior editing service and efficiently provide "zero-error" final reports of the highest quality.

CXE hired ARC in the first quarter of 2024, with editing services required immediately. ARC editors processed eleven edits in their first month, which quickly increased, now averaging 230 monthly edits. The Editing Manager quickly mastered the specific criteria for each CXE program and created best-practice editing tips to follow. ARC editors are detail-oriented and receive tailored training. ARC's unique What to Look for Guides were created and distributed to each member of the editing team, to ensure high-quality, polished reports.

The Solution

ARC's CXE editing team currently consists of the Editing Manager and three editors, all dedicated to providing error-free services. A CXE Resources Hub was created and shared with the editing team, along with time trackers to encourage efficiency in completing their edits. ARC's CXE editing team communicates daily and meets monthly to discuss any changes and program updates. Quality assurance is monitored by the Editing Manager, utilizing ARC's internal CXE Editor Scorecard to record spot-checking results. Additionally, ARC leadership meets monthly with CXE Program Administrators to discuss progress and challenges.

The Results

Client Feedback Surveys were sent to CXE Program Administrators in the fourth quarter of 2024, and each response included a perfect 5.0 score for ARC. All administrators reported the highest response rate possible regarding recommending ARC editing services to friends and colleagues. CXE listed the following qualities when asked what they liked most about the ARC team: Timeliness, Personalization, Attention to Detail, Professionalism, Knowledge/Expertise, and Fun.

ARC Receives Outstanding
Ratings For Editing Services