Mystery shopping
We understand that in today’s fast paced environment any physical element of the store can be easily copied whether it is the assortment or the store design. What cannot be duplicated and remains part of your identity, is the memorable customer experience that you can create on daily basis.
Our team will evaluate the existing customer service experience offered at your stores through mystery shopping. Evaluators will collect detailed information on their shopping experience or reward staff on the spot for their valuable input. The information is then verified and analyzed in our office and reported to our clients in a timely manner.
Information we provide are vital tool to continually improve the level of service being offered, which results in more return customers, more positive word of mouth, and eventually an increase in sales and profits. Based on the goals and desires of our clients, we evaluate:
- Customer service
- Sales techniques
- Product knowledge
- Product quality
- Adherence to policies and procedures
- Employee integrity
- Cleanliness and sanitation
- Assess customer satisfaction levels
- Your training needs
- Strengths and weaknesses
- Employee commitment
Typical types of mystery shops include:
In-Person Shops: We will visit each of your locations on whatever frequency you choose and emulate a normal customer interaction. Depending on your needs, we may either use professional mystery shoppers or your actual customers to perform the shops.
Telephone Shops: We will call into your locations or call centers and evaluate service levels from the customer's perspective and provide you with comparative rankings. We would emulate the scenarios and types of calls that you normally receive on a daily basis.
Competitor Shops: We will shop your competition and provide you with a side-by-side comparison on how you measure up in your city, region or industry.
Internal Shop: The focus normally seems to be on outside locations to provide better service to the outside customers, but what about the internal customers? We can script and emulate your location employees and call into their support centers to evaluate how your employees are treating each other. If you are serious about changing the culture of the entire organization towards providing outstanding customer service, this is a must.