TalkShop

The Making of an Effective Mystery Shopping Questionnaire

Intellishop exists to help our clients see their business through the eyes of their customers, and in so doing, find a road map to improvement.  At the most basic level, our process can seem simple and easy. We send mystery shoppers to our clients’ businesses, have them gather information about the business, and then present that information to our clients in an easy-to-understand format. On the surface, that may look like a straightforward task. In practice, achieving worthwhile results is a bit more complicated. We define “worthwhile results” as actionable data that points out tangible ways...

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Post Training Strategies:  Use Mystery Shopping to Know What’s Sticking.

By Greg Dale, Senior Director, Client Development Well trained employees are clearly a major priority for American companies. In 2016, U.S. employers spent more than $70 billion on employee training programs, and more than 40% of that training involved an instructor working with employees individually or in a group setting. For companies with many locations, tackling this priority is more complex. It’s one thing to train employees on how you want them to interact with customers. It’s another to make sure the training is actually being implemented. ...

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Best Practices for Measuring Your Retail Customer Experience

How Customer Satisfaction Surveys and Mystery Shopping Program Can Work Together. By Chris Denove, Senior VP, Research & Analytics As a general rule, customer satisfaction surveys are a great way to understand how your customers subjectively “feel” about their experience with your retail store, while mystery shopping is the best way to determine how effectively your associates are performing specific processes. The important thing to remember is that customer surveys should never be used to audit the specific processes that comprise your customer experience. The rationale behind this basic proposition is easy to understand if you put yourself...

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The Difference Between Customer Research and Actionable Customer Research

By Ron Welty, Owner & Chief Client Officer What do our customers think of us? It’s a key question for every company with a product to sell or a service to offer, and many companies go to great lengths conducting customer satisfaction research in an attempt to gather worthwhile data on their customers’ experiences. Too often, though, those initiatives lead to data that is interesting, but not particularly actionable.  What specifically needs to be done to improve a less-than-desirable “helpfulness of staff” score?  To be truly actionable, the data needs to tell a...

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Customer Engagement During Return

By Brian Caldwell, Client Services Manager Brick and mortar retailers have become more focused on a “buy online and return in store” customer experience, a way to provide additional convenience for customers wanting instant gratification. Consumers sometimes cannot find the time to mail a product back to exchange it for something new. Stores are realizing this is a great opportunity to reengage with the online customer.   IntelliShop provides customer feedback through mystery shops to help retail clients understand the current state of this experience. These mystery shops will provide information to clients who wish to implement new...

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