Mystery Shopping

Everyone wants to provide great customer service.  Service experience goals are set. Budgets are established. Meetings are held. Print and multi-media tools are developed. Travel is incurred. Performance incentives are announced. Training is conducted.  And then…

Hope. Hope that locations are clean and orderly. Hope that websites are operable. Hope that customer support centers are answering quickly. Hope that customers are welcomed and made to feel appreciated. Hope that they are asked about their needs. Hope that add-on products and services are offered. Hope that your brand promise, steps of service, safety and security processes, and other customer commitments are expressed and delivered. Hope that they are thanked and invited to return. Hope that they come back for more. 

But what really happens between those first discussions and…hope? What really happens what when your customers call, click or visit you?  Does what actually happens meet your objectives and directives? Are you getting a return on the investment you made in people, communications, materials and time? Is your team creating great experiences that result in repeat and loyal customers? Stop hoping, and start knowing.

Mystery shopping programs turn hope into reality.  Mystery shopping can tell you exactly what does and doesn’t happen. Mystery shopping can tell you exactly what is said, exactly how it was said. Exactly whether procedures are followed and promises are met. Exactly why the experience was great, or why it wasn’t. Exactly what happens with your customers at the moment of truth.  Mystery shopping is the only service that tells you this level of detail, exactly.  Mystery shopping brings facts.

A comprehensive mystery shopping program that includes not only data collection but analytics and consultation, will help you turn reality into action.  And continuous improvement.  And, more business.  Mystery shopping programs, done well, bring you detailed information about a customer’s experience as if you were actually there at the time.

In addition to individual experience reports, we analyze the total pool of information, help you understand what it means, and how to leverage it into a continuous measurement and improvement program that results in happy customers, higher sales & profits, and a sustainable business model.