Customer service improvement company Dive has acquired Finland-based mystery shopping and customer experience firm Palvelu Plus. Terms of the deal have not been disclosed.
Palvelu Plus' offering includes Service Plus, which researches, tests and observes customer experiences across all channels, where they occur. The firm also explores clients' shopping and 'experience pathways' through self-completion mobile diaries and digital self-ethnography; provides service quality evaluation tools for contact centers; and offers the Staff Pulse employee feedback solution.
Following the acquisition, the business will continue to be led by Mikko Hartikainen (pictured), and the Dive group will have a combined headcount of 80 in seven countries. Dive specializes in mystery shopping and client feedback collection, and currently has offices in Denmark, Norway, Finland, Poland and the Baltic States.
Dive Chairman of the Board Kaspar Jänes comments: 'We have monitored Palvelu Plus from a distance over the years and run projects together. Finland is yet another perfect match to our expansion and we are excited to expand our collaboration to the next level'.
Web sites: www.dive-group.com and www.palveluplus.fi .
All articles 2006-22 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.