Mystery Shopping Services

 

Mystery Shopping

How do your customers perceive your brand? Are you customers being properly engaged? Are your employees knowledgeable and approachable? Arethey portraying the image you desire? Is your current product and service training sufficient across all your outlets, branches and/or departments? The answers to these questions can be easily determined through Mystery Shopping, which is a program that is used to objectively measure organization performance and evaluate the various aspects of your business including but not limited to:

  • Product Knowledge
  • Customer Service Skills
  • Communication Skills
  • Grooming of Staff
  • Sales Techniques
  • Telephone Etiquette
  • Email Etiquette
  • Store Layout & Merchandise Displays
  • Cleanliness of Store/Restaurant/Kitchen/Restrooms etc.
  • FIVE Senses of Establishment
  • Employee Interaction and Attentiveness

Used in almost every industry on a regular basis, Mystery Shopping becomes increasingly important as organizations focus their attention on customer service to retain customers. As Mystery Shopping is conducted anonymously and in an impartial manner, you are getting a true account of a customer’s experience that will aid you in identifying areas that are exceptional as well as areas/outlets/departments that are in need of improvement.

How Mystery Shopping will be conducted:

  • Discussion with client to determine needs
  • Define Scope of Mystery Shopping Program
  • Establish Metrics
  • Customize a survey(s) based on needs
  • Train Mystery Shoppers on company’s needs and expectations
  • Deploy trained Mystery Shoppers to conduct mystery shopping (date and time will not be made known to client)
  • Objective reports are churned out and sent directly to client via email
  • Process is repeated on a monthly or bi-monthly basis to measure progress

Investment & Details

  • Please let us know your needs and we will send you a detailed proposal and quotation

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