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Mystery Shopping
Evaluate employee interactions and overall employee performance through mystery shopping. With ten years of experience, we can develop, implement and execute a program that not only enhances your levels of customer service but also adds bottom line profit to your business. Our state of the art technology allows us to provide you with digital verification. Mystery shops can be conducted in various ways, including: onsite visits, telephone evaluations (recorded or non-recorded), website inquiries via email, website evaluations, online purchases, and more. Use a combination of mystery shopping services to fully evaluate your company from all angles. Tele-Surveys (Telephone evaluations) You don't get a second chance to make a first impression.....for many companies, that first impression happens when a customer calls you. This service evaluates employee interactions and how they handle incoming customer calls. This is an economical method of determining the service levels and customer interaction of your call center or customer service group. We now have the capability to record telephone evaluations. With one click, you can hear the entire conversation to ensure your standards are being met. Compliance Shops Liquor and tobacco compliance is a significant concern among retailers and restaurants alike. Starting a proactive mystery shopping program in which tobacco or liquor products are purchased and tracking identification requests can be beneficial for your company. The mystery shoppers will fall into the appropriate demographics to accurately measure compliance levels. Plant-A-Shopper Program Maintain high customer retention rates with our Plant-A-Shopper Program. This service will allow you to evaluate how existing customers are treated when they visit your company. We will develop a program that provides detailed information regarding customer service levels and employee product knowledge. See your business through the eyes of your customer on a regular, consistent basis to ensure the high levels of customer service standards are continually met. This is an exceptional program for banks, park districts, fitness centers, day care centers, and preschools, as well as other businesses that rely on customer memberships or accounts. CI – Competitive Intelligence Much of the business-to-business Competitive Intelligence (CI) is performed by obtaining publicly available information and then making speculative assumptions. This, although in many cases has provided information that allows the recipient to respond to market trends, still tends to be speculation. We have a different approach, which is an accurate and reliable source for specific Competitive Intelligence (may not be executable in all cases). If you have ever wanted to know exactly what it is your competitors are telling their customers and what their message is and how they deliver it, call us. We don’t speculate and give you an “odds are” type of report. Instead, we tell you exactly what is being promoted, priced and marketed, as well as evaluate the levels of customer service provided by your competition. Our state of the art technology allows you to see what your competitors are doing via digital verification. Telephone Based Customer Satisfaction Surveys/ 1-800 Feedback Using the latest technology, we have the capabilities to provide our clients with unprecedented response time in obtaining the information required to determine what it is your customers are trying to tell you. Customers are invited to call a toll free number to take a survey based on their experience. Our ENS (Early Notification System) will alert key members of your organization to poor experiences, allowing you the opportunity to follow up with dissatisfied customers quickly. Visit our affiliate site to learn more about this service. Web Based Customer Feedback Automate your paper feedback cards! Invite customers to a page on your website to provide feedback. You can also opt to email your customers on a one-time or continual basis to obtain customer satisfaction and feedback with our services. Our analytical reports allow you to drill down to reveal trends within your organization. This program generates immediate, actionable results and a better response rate than traditional mailings or outbound telephone surveys. Click here to learn more about this service. Merchandise Audits This service is designed for Manufacturers or Distributors that are concerned about the pricing that your competitors have in the market place or require information regarding the price structure being used to merchandise your product. Our state of the art technology allows us to provide you with digital verification to ensure standards are being met across all locations within your company. Video Mystery Shopping Choosing this service will almost guarantee successful results regarding behavioral changes in your staff's selling and customer service methods. This is absolutely the best training tool available on the market today. |