What really happens when your customers call, click or visit you? Does their experience meet your objectives as a business? Are you getting a return on the investment you're making in people, communications, materials and time? Is your team creating great experiences that result in loyal customers?
Our mystery shopping services can tell you exactly how your customers experience your brand. Exactly why are some associates more effective than others? Specifically why would your customers choose you, or a competitor? Mystery shopping offers concrete, detailed answers to the questions you have about your business.
IntelliShop's mystery shopping programs bring you detailed information about a customer's experience as if you were actually there at the time. But we don't stop there. We go beyond data collection to in-depth analytics and consultation. We help you create a real, effective action plan to take it from good to great.
Mystery shopping is a big part of what we do, but it's not the only thing. For an even greater level of insight for on location programs, IntelliView™, our digital video-based mystery shopping solution, brings you the exact experience. We also offer Onsite Audits and Customer Feedback services for a complete picture of your business.
Brick and mortar is our bread and butter. We send our 450,000 mystery shoppers to any kind of physical business you can think of: retail stores, auto dealers, banks, concert venues, sports stadiums, and amusement parks just to name a few.
Your website is your storefront. It's your first impression. We'll help you find out if it's doing its job. Our online mystery shoppers will click, scroll, explore, and order from your website, carefully evaluating every step along the way.
Do you think strategically about your phones? Phone calls are still a big part of your customer’s experience with your brand. We help you ensure your contact centers, locations, and automated phone services are meeting your customer’s needs.
How do you take words and numbers on a page and turn them into meaningful business transformation? Collecting and reporting information is only the first step.
Understanding all of that information and using it to formulate strategies for action is how companies make real changes and deliver exceptional customer experiences.
We assist many clients by analyzing their results and consulting with them to help drive improved and better customer experiences, best practice development, training suggestions, reward and incentive programs, and other initiatives that help to complete the circle.
Every business is different. That's why we focus on flexibility and creativity when we design and implement mystery shopping programs. Working with us usually looks something like this:
First, we'll connect you with one of our Client Services Managers. She'll get to know your business and work with you on a custom mystery shopping plan. We call this The Roadmap, because it targets locations, times, and activities for our team of mystery shoppers.
IntelliShop schedulers work with our certified shoppers to make sure they perform the specific tasks you are interested in, like returning merchandise, opening a credit card, or simply finding a parking spot- all within the project's established timeline.
After visiting your store, calling your customer service line, or using your website, our undercover shoppers complete the questionnaire we created specifically for your project. Answers are never multiple choice or arbitrary ratings, instead we gather highly detailed, story-like comments.
We compile and analyze all of the completed evaluations and present you with an honest, in-depth look at your business through the eyes of your customers. Every evaluation is checked with our 23 step integrity validation, which means you get real, meaningful data.
Your business takes what you've learned from the real experiences of our behind-the-scenes customers and applies it to your policies, procedures, and goals. Your new knowledge of problem areas will help you create noticeable changes that make your customers even happier.
We don't stop there. We know that taking your business from good to great means creating a culture of constant improvement. After the Roadmap is complete, we create a schedule of ongoing evaluations that will help fine-tune your brand experience and take your business to the next level.
With our HD video and audio evaluations, you get to see the actual experience between your associates and customers. Powerful stuff. Exceptionally good for training, best practices identification and sharing. Capturing these interactions gives you unparalleled insight into how people experience your brand - and experience is everything.
Dry, canned training materials can fall flat. Effective communication across organizations is challenging at best. That's why we encourage our clients to utilize their IntelliShop videos as in-house training videos, allowing current and future employees to learn from real-life customer experiences. We can edit these into one presentation, custom built just for you.
All of our video evaluators highly screened and certified for both skills and equipment. We make sure they know the ins and outs of your specific industry so they can play the part and gather as much good information as possible.
We offer a 360 degree toolset to give you a fresh perspective on your business.
Listen closely. That's your customer! Customer satisfaction surveys provide valuable insight into what your customers think and feel about their experiences with your company.
Programs can be designed as stand-alone feedback solutions, or in conjunction with other customer experience measurements like mystery shopping, for a holistic picture of your customers' thoughts and experiences, allowing you to formulate informed strategies for performance improvement.
Whether it's via mobile devices, register receipts, emailed surveys, telephone surveys, or other methodology, we offer a complete, turnkey approach.
Customers are invited to visit a specific link and complete a survey online. Online surveys are useful for companies seeking high-volume programs, where customers are geographically dispersed.
Customers are invited to call a toll-free number and use their phones keypad to answer a short series of questions. We can also have a friendly operator talk through the survey for a more personal, in-depth interview.
Our field team can be deployed at your physical location (stores, malls, concert venues), to offer a more personalized survey. These work best for low-volume programs where immediate feedback is important.
Customers use a camera phone and one of many free apps available to access an online survey. Well guide you through every step: survey design, QR code creation, distribution of surveys, and even in-depth analysis of the results.
A program of onsite compliance audits enables you to take a fresh, in-depth look at the day-to-day details that affect your long term success.
An audit program goes beyond the traditional mystery shop to help save costs and save your staff considerable time - allowing them to focus on their other important responsibilities. IntelliShop is the dependable third-party partner when your audit requires impartial analysis and credibility.
Our team will collaborate with you to design an audit program to suit your specific needs. Within 72 hours of each visit, a detailed, customized report with digital photos will be available via our customized web portal.
If you have staff who currently conduct field audits, and do not want to outsource the entire function, we can create online forms for them to use to submit their reports, which will save considerable time, speed up the report-turnaround process, and allow you to use all the summary reports that are in our system.
IntelliShop can help bring more focus to these types of audits:
Data about your customers isn't useful unless it's ready to view, intuitive to understand, and easy to publish. InSite™ is a custom reporting and analytics portal we'll develop for you that gives you to access everything you need in one place.Learn More