KOLBYS
REMOTE SERVICE EVALUATION
ndependent service and experience evaluation — wherever the experience takes place.
We analyze existing evidence and, when the project requires it, evaluate experiences and scenarios remotely to identify gaps, connect findings and understand what may be behind them.
REMOTE · INDEPENDENT · INTERNATIONAL
DISCRECIÓN · CONFIDENCIALIDAD · INDEPENDENCIA
Every evaluation is conducted with discretion, confidentiality and independence, respecting our clients, their teams and the information entrusted to us throughout the process.
01 — THE IDEA
Not every service evaluation requires a physical presence.
Many organizations already have valuable evidence of what their customers experience — evaluations, audits, NPS, CSAT, Mystery Shopping, feedback, complaints and other sources.
KOLBYS can analyze this evidence remotely, connect findings and identify patterns, gaps and opportunities that may not be apparent when each source is viewed in isolation.
But remote evaluation is not limited to analyzing what already exists. When the question requires it, we can also evaluate defined experiences, responses and scenarios through remote channels.
This allows an evaluation to be conducted regardless of where the experience took place — or where your organization is located.
02 — WHAT WE ANALYZE
FROM EVIDENCE TO EXPERIENCE
We work with both existing evidence and experiences and scenarios that can be evaluated remotely to build a clearer picture of the customer experience.
Depending on the question, scope and available evidence, each evaluation is tailored to the project. KOLBYS can analyze existing sources individually or in combination and generate additional evidence when needed.
AUDITS & EVALUATIONS
Audit reports · Mystery Shopping · evaluation forms · results and scores
CUSTOMER FEEDBACK
Surveys · comments · complaints · reviews · NPS / CSAT when available
COMMUNICATION & RESPONSE
Emails · chats · call records or recordings · inquiries · responses · follow-up
VISUAL EVIDENCE
Photographs · videos · screenshots · relevant visual documentation
CUSTOMER JOURNEY & TOUCHPOINTS
Customer journey data · touchpoints · digital interactions · evidence from different stages of the experience
DOCUMENTATION & STANDARDS
Service standards · procedures · evaluation criteria · relevant internal guidelines
We don't seek to accumulate more information. We seek the evidence that matters to answer a specific question.
03 — OUR EVALUATION
WHAT WE LOOK FOR
We analyze the evidence from different perspectives to understand how the experience is perceived and how it performs.
Depending on the project, we evaluate the relevant aspects to identify strengths, inconsistencies, gaps and patterns that may affect the customer experience.
SERVICE QUALITY
Quality · Professionalism · Attention to Detail · Consistency
CUSTOMER EXPERIENCE
Expectations · Perception · Critical Moments · Overall Experience
COMMUNICATION & RESPONSE
Clarity · Empathy · Responsiveness · Follow-up · Resolution
CUSTOMER JOURNEY
Touchpoints · Transitions · Friction · Experience continuity
OPERATIONS & EXECUTION
Processes · Coordination · Execution · Operational consistency
GAPS & PATTERNS
Deviations · Recurring issues · Inconsistencies · Improvement opportunities
04 — OUR APPROACH
FROM EVIDENCE TO INSIGHT
A structured process for turning evidence into a clear and useful perspective.
We review the evidence, analyze findings in context and connect information from different sources to identify what deserves closer attention.
01 — REVIEW
We organize and review the available information and evidence.
02 — ANALYZE
We examine the findings from the perspectives of the customer, service and operations.
03 — INTERPRET
We connect information, context and patterns to better understand what may be behind the findings.
04 — PRIORITIZE
We identify the gaps, patterns and opportunities that require the greatest attention.
05 — RECOMMEND
We turn findings into clear conclusions and actionable recommendations.
The evaluation may draw on existing evidence, evidence generated during the project, or a combination of both. The scope is defined according to the question and the needs of each project.
05 — THE OUTPUT
FROM FINDINGS TO CLEAR DIRECTION
An evaluation should show not only what was found, but also what deserves attention and what can be done next.
The results are presented clearly and systematically, tailored to the scope and objectives of each project. The focus is on turning findings into useful conclusions, priorities and recommendations to support decision-making and improve the customer experience.
01 — EXECUTIVE SUMMARY
A clear overview of the most relevant findings and why they matter.
02 — FINDINGS & GAPS
Strengths, inconsistencies, service gaps and areas requiring attention.
03 — PATTERNS & CUSTOMER JOURNEY
Recurring patterns, points of friction and relevant moments throughout the experience.
04 — PRIORITIES
Identification of the areas requiring the greatest attention based on their relevance and the context of the project.
05 — RECOMMENDATIONS
Clear and actionable recommendations based on the findings and available evidence.
06 — INTERNATIONAL
A GLOBAL PERSPECTIVE
Customer experience varies across markets, cultures and service environments.
Remote evaluation allows KOLBYS to work with service experiences regardless of where they take place.
Our international perspective helps us consider differences in expectations, cultural contexts and service standards, while keeping the specific objectives and criteria of each organization in focus.
BASED IN SANTIAGO, CHILE · INTERNATIONAL EVALUATIONS
07 — MULTILINGUAL
FOUR LANGUAGES. DIRECT COMMUNICATION.
International evaluation also requires understanding communication in context.
KOLBYS works directly in German, Spanish, English and Russian. This allows us to incorporate documentation, customer feedback and interactions in these languages and facilitates direct communication throughout the project.
DEUTSCH · ESPAÑOL · ENGLISH · РУССКИЙ
08 — WHO IS IT FOR?
WHEN A QUESTION NEEDS AN INDEPENDENT PERSPECTIVE.
Remote Service Evaluation is designed for organizations seeking to better understand an experience, a gap or a specific problem — using existing evidence, generating additional evidence, or combining both.
It can be particularly relevant for organizations with multiple locations, markets or touchpoints, as well as teams seeking an external and independent perspective on evaluations, feedback, operations or specific experiences.
MULTI-MARKET ORGANIZATIONS
Companies with operations, customers or service experiences across different markets.
CUSTOMER EXPERIENCE & SERVICE TEAMS
Teams looking to complement their internal analysis with an external and independent perspective.
HOSPITALITY, TRAVEL & PREMIUM SERVICE
Hotels, resorts, aviation, lounges and other environments where consistency and attention to detail directly influence the experience.
RETAIL, LUXURY & AUTOMOTIVE
Organizations with complex customer journeys, defined standards and multiple touchpoints.
ORGANIZATIONS WITH EXISTING EVALUATIONS
CCompanies that already have Mystery Shopping, audits, feedback, surveys or other sources of evidence.
SPECIFIC PROJECTS
Evaluations focused on a specific experience, market, journey, problem or question.
09 — THE KOLBYS DIFFERENCE
BEYOND THE DATA.
“Evidence shows what happened. Experience helps us understand what it may mean.”
Our perspective combines practical experience in service and operations with years of experience as customers across different markets, cultures and service environments.
We have worked directly in hospitality, aviation, VIP services, gastronomy and other customer-facing environments. This experience helps us interpret evidence not only as isolated data points, but within the real-world context in which a service is delivered and experienced.
As an independent, family-run company, every project is carried out with direct attention, discretion and personal accountability.
01 — PRACTICAL EXPERIENCE
Hands-on experience in service, operations and customer-facing environments.
02 — INTERNATIONAL PERSPECTIVE
Professional and customer experience across different markets, cultures and service standards.
03 — INDEPENDENCE & ACCOUNTABILITY
An external, independent perspective with direct and personal accountability for every project.
Customer Experience · Service · Loyalty · Revenue
Independent Service & Customer Experience Evaluation.
Santiago, Chile · International Evaluations
Customer Experience · Service · Loyalty · Revenue
Independent Service & Customer Experience Evaluation.
Santiago, Chile · International Evaluations