Below are some examples of programs we have conducted for our clients; we have removed their names for confidentiality purposes.  We have many more case studies we can share with you and will also be happy to provide you with an extensive list of client references upon request. 

Financial Services

A national consulting company specializing in the financial services industry outsources all of its clients' mystery shopping and customer satisfaction survey programs to IntelliShop.  We customize each program to their clients' specific needs, using scenarios for tellers, bankers, customers/non-customers, loans and other financial services products, as well as fair lending practice testing.  Since engaging IntelliShop, our client has more than doubled their business, freed up its staff previously dedicated to mystery shopping to focus on other areas, and significantly reduced their administrative costs.  Virtually all clients have seen dramatic service and performance improvements since their programs began.

Consumer Electronics Retailer

IntelliShop was engaged by a national consumer electronics retailer in 1999 to evaluate its customer service and sales associate performance.  They remain a client of ours, and we now conduct up to four different programs simultaneously for them.  One program is actually funded by a manufacturer that places products in our client's stores, and we help them evaluate the appearance of their displays, product inventory levels, and whether sales associates discuss their products in a front-of-mind way over competitive products.

Business-to-Business Services

A national business-to-business client provides IntelliShop with detailed customer information from its more than 400 offices throughout the U.S.   IntelliShop's callers place calls, posing as a real customer, and present a real-world problem resolution scenario to their associates.  Using a 40-item customized questionnaire, several aspects of quality assurance and problem resolution policies are evaluated. Immediate callbacks are placed to the offices, to inform them that the call just placed was a mystery shop evaluation, and not to take the action that was agreed on in the call.  Call reports and digital recordings of the calls are distributed to our client the same-day the calls are made. 

Internet Retailer

One of the world's best-known web retailers engages IntelliShop to evaluate the total customer experience, from initial login on their website, through the ordering process, the quality and appearance of delivered products, and post-purchase follow-up and interactions.  For the delivered-product aspect of these evaluations, IntelliShop utilizes its IntelliShots digital photography services.  Each month, evaluators in specified zip codes throughout the country visit the website, place orders, receive deliveries at their homes, and then take digital photographs of the packages that arrive, the interior of the packages, the products themselves, and several specific quality measures of the products' condition.  Detailed reports on the entire experience, based on a customized set of criteria, the digital images are uploaded in InSite™ our industry-leading, proprietary web-based reporting system, and our client can view a written and scored report about the total customer experience, while simultaneously viewing the digital photographs.

General Merchandise Retailer

A Fortune 100 general merchandise retailer wanted to place their gift cards in the stores of another retailer with whom they had a partnership.   IntelliShop was engaged to capture digital photographs of similar products already on display, as well as the appearance of current and prospective display areas in the stores.  In a total timeline of just three weeks from the project being awarded to delivering final results, hundreds of high-resolution digital images from stores throughout the U.S. were presented to the client.  This information helped them to create a better design for their card and its packaging, and also to propose to the partner retailer exactly where the cards should be placed for greatest exposure and sales, using visual images to make their case.  Purchases of the cards at the partner retailer exceeded expectations by 8% in the first year.

Self Storage Industry

A national chain of self-storage facilities wanted to verify that its properties were in excellent condition, free of any safety hazards for customers and employees, and also that its managers were honestly reporting vacancies.  IntelliShop's evaluators arrived unannounced, and did a walk-through of the properties with the site manager.  Photos were taken of pre-selected locations on each property to verify appearance and safety issues.  An up-to-the minute vacancy report list was provided to the evaluator, and the manager was required to open units listed as vacant to verify that they actually were vacant.  Numerous image and appearance issues were found to be non-compliant, and visual proof was provided to the corporate parent of those, so that they could easily and quickly be corrected.  In addition, some properties were found to have property stored in units reported by site managers as being vacant.

Automotive - Signage

A national automotive retailer invested a significant amount in new window signs, and wanted to verify that its stores had them all posted, and properly placed, by a specific date.  IntelliShop's evaluators took three digital photos per location, of over 900 locations, in just under two weeks.